The Head of Intake is responsible for leading the intake function while remaining actively involved in handling prospective client calls.
This role owns intake quality, team training, escalations, scripts, follow-up standards, and performance tracking.The primary objective is to ensure that every qualified lead receives prompt, professional, and consistent attention while improving overall conversion and client experience.Key ResponsibilitiesIntake CallsHandle inbound and outbound prospective client calls.Conduct detailed intake interviews and gather all necessary case information.Qualify potential matters based on established criteria.Follow up with prospective clients who have not yet retained the firm.Assist with high-value, complex, sensitive, or difficult calls.Step in when additional call coverage is needed.Ensure urgent matters are promptly escalated.Team Leadership and TrainingTrain and onboard Intake Specialists.Provide ongoing coaching and performance feedback.Conduct call reviews and quality assurance.Facilitate role-playing and call simulations.Identify areas where team members need additional development.Maintain and improve intake training materials and procedures.Ensure the team follows consistent intake and follow-up standards.Scripts and Communication StandardsDevelop, maintain, and improve scripts for:Initial inbound callsOutbound follow-upMissed callsVoicemailText messagesClient sign-up conversationsDisqualified leadsReferral situationsScripts should serve as frameworks rather than rigid language and should continuously improve based on vigente call performance and conversion data.EscalationsServe as the primary intake escalation point for:Prospective clients hesitant to move forwardDifficult or upset callersComplicated liability situationsInsurance or coverage concernsSerious injuriesMultiple-party mattersUnusual case circumstancesMatters where the Intake Specialist is uncertain how to proceedEscalate matters requiring legal judgment to the appropriate attorney.KPI Management and ReportingTrack and evaluate key intake performance indicators, including:Speed to answerMissed call rateSpeed to leadContact rateIntake completion rateQualification rateSign-up rateOverall conversion rateFollow-up conversion rateConversion by lead sourceIndividual Intake Specialist performanceLost lead reasonsFollow-up complianceCall quality scoresRegularly review performance trends and identify opportunities to improve conversion, responsiveness, training, and lead handling.Quality AssuranceReview recorded calls and intake records.Ensure accurate and complete documentation.Identify missed opportunities and breakdowns in the intake process.Provide actionable coaching based on call performance.Monitor adherence to intake procedures and follow-up expectations.Process ImprovementIdentify weaknesses in intake workflows.Recommend improvements to CRM processes and lead routing.Improve follow-up systems and communication templates.Work with operations, marketing, and technology teams to address lead quality and intake issues.Develop processes that reduce missed opportunities and improve consistency.Performance ExpectationsThe Head of Intake is expected to ensure that:Every viable lead is handled promptly.Missed calls and unresponsive leads receive appropriate follow-up.Intake Specialists follow consistent qualification and documentation standards.Prospective clients receive a professional and empathetic experience.High-potential leads receive additional attention when necessary.Intake performance is measurable and regularly reviewed.Training is continuous and based on real performance data.Lost opportunities are analyzed so recurring problems can be corrected.Role ProfileThis is a hands-on leadership role rather than a purely managerial position.
The Head of Intake is expected to lead the team, improve systems, monitor performance, and personally handle calls when needed.
#J-*****-Ljbffr

📌 Head Of Intake (México)
🏢 AnsweringCases
📍 México