Client Relations - Intake Team Lead

Job description

Position Summary We are looking for a results-driven Intake Team Lead to oversee and develop a pod of callers and openers in a high-performance, sales-focused intake environment. This role is responsible for driving case signups, improving conversion rates, and ensuring that every qualified lead is handled with urgency and professionalism. The Intake Team Lead will coach, monitor, and develop their team using clear KPIs and performance metrics, ensuring consistent growth in signed cases and overall intake performance. This role requires strong leadership, sales acumen, and the ability to train and motivate team members to maximize opportunities and support the firm’s continued growth. Required Experience Background in Personal Injury, Employment Law, Workers’ Compensation Law, or high-volume sales environments Prior team lead, supervisory, or management experience Strong understanding of KPI-driven sales environments Experience coaching teams to improve conversion rates and performance Excellent communication, training, and leadership abilities Full-time onsite availability Key Responsibilities Team Oversight & Quality Control Supervise a pod of intake agents responsible for qualifying leads and signing new cases Monitor real-time team performance, ensuring leads are handled professionally and effectively Identify and address missed opportunities and conversion gaps Conduct regular case audits and follow-up reviews to ensure opportunities are not lost Ensure accurate data entry, CRM documentation, and adherence to intake procedures Provide real-time support and escalation guidance for complex intake situations Maintain a high-energy, sales-focused team culture focused on closing opportunities Coaching & Development Provide ongoing sales coaching and performance development to improve team conversion rates Conduct weekly 1:1 coaching sessions focused on performance metrics and skill development Review call recordings and intake interactions to reinforce best practices and improve closing techniques Train team members on qualification, objection handling, and effective case signups Develop both underperforming and top-performing agents through structured feedback and skill building Lead shadowing sessions and call reviews to strengthen team performance Help new team members ramp quickly through hands-on training and mentorship Set and track weekly goals for each agent Performance Management Own and monitor team KPIs including conversion rates, signed cases, response times, and follow-ups Track and manage individual and pod-level performance against weekly and monthly signup goals Use reporting dashboards and CRM data to identify trends, gaps, and improvement opportunities Maintain documentation of coaching sessions, performance metrics, and improvement plans Work closely with intake leadership to drive consistent growth in signed cases and intake performance Hold team members accountable for meeting performance expectations and sales targets LNN Law (Levin & Nalbandyan) is a well-established and expanding, plaintiff-side law firm built on one core belief: justice should be accessible to everyone — not just the powerful. We represent individuals in Employment Law, Workers’ Compensation, and Personal Injury , standing up for people at critical moments in their lives and holding corporations and insurers accountable. Every case begins with a conversation — and that first conversation can change everything. At LNN Law, intake is not administrative. It is the front line of justice .