Ferraro Law · 1 week ago
Intake Operations Manager
Miami, FL
Full-time
Onsite
Mid, Senior Level
$60K/yr - $90K/yr
5+ years expThe Ferraro Law Firm is a rapidly expanding mid-sized plaintiff personal injury firm, seeking a highly organized, strategic, and detail-oriented Intake Operations Manager to support the firm’s continued growth and operational excellence. This role involves leading the daily operations of the Intake team, driving performance, and ensuring client satisfaction while collaborating closely with marketing and other departments.
ConsultingInsuranceLegalLegal TechLife Insurance
Responsibilities
Determines operational strategies by evaluating departments' results and objectives
Manages and meets financial targets by estimating performance requirements and preparing drafts of annual budgets
Hands-on leader to manage leads, receive calls with the team, and guide our Intake Team to achieve client acquisition targets and business growth while delivering excellent client service
Team Leadership to supervise and mentor staff, to include hiring, training, mentoring, coaching, scheduling, and conducting performance evaluations
Collaborate with Marketing team members on projects and events as part of the service role
Work with operations management to oversee, assess, and obtain daily call reports to ensure efficiency and adherence to legal industry standards and firm protocol
Performance monitoring to develop and implement performance metrics and KPI (key performance indicators) to track team productivity linked to client satisfaction
Regularly review and analyze call performance data to identify areas for improvement
Client interaction to ensure calls are handled with professionalism and empathy, addressing any issues or escalations promptly
Process improvement capacity to continuously assess and improve the call operations process and procedures to enhance efficiency, reduce call handling times, and improve client service
Report and prepare regular reports on call center intake processes and procedures to enhance efficiency, reduce call handling times, and improve service
Ensure legal call intake compliance is within the legal regulations, firm policies, and industry best practices
Technically oversee and monitor the use of all software involved with legal intake
Qualification
Required
Bachelor's Degree in Business Administration, Management, Sales, or relevant field is REQUIRED
Minimum of 5-7 years of experience in call center operations management within the legal industry
Strong leadership and team management skills with the ability to motivate and guide a team
Strong analytical skills to interpret data and make informative decisions
Personal Injury Law Firm Experience Required
Benefits
Health, Dental, and Vision
401K Retirement plan
Generous Paid Time Off
401(k)
Dental insurance
Disability insurance
Health insurance
Life insurance
On-site gym
Paid time off
Vision insurance
Company
Ferraro Law
At Ferraro Law, fierce representation is more than a principle—it defines how we advocate for families facing catastrophic injuries and mesothelioma.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Juan P. Bauta
Partner
Recent News
South Florida Business Journal
2024-12-23
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