Keller Postman

Mass tort and class action plaintiffs' law firm

Intake Manager - Mass Tort

Account ExecutivePosted on Nov 9

Full-time

About the Job

Requirements

A minimum of 10 years of experience in call center or intake operations, including at least 5 years in a management role.
A proven track record managing teams in a high-volume, fast-paced call center.
A proven record of meeting or exceeding sales, conversion, or revenue targets in a call center or intake environment.
Experience designing performance scorecards and incentive programs that drive measurable results.
Experience managing offshore, outsourced, or contracted call center teams, including working with vendor leadership.
Experience in legal intake at a law firm or legal services organization.
Strong analytical skills and a data-driven approach to decisions and performance improvement.
Advanced Excel skills and comfort learning new reporting software.
Excellent communication, problem-solving, and organizational skills.
Ability to work independently, manage multiple priorities, and pivot quickly as business needs change.

Responsibilities

Oversee a team of offshore contracted intake representatives and their team leads, setting clear expectations for performance, quality, and client experience.
Partner with contractor leadership on selecting, onboarding, and ramping representatives, and on adding or reducing capacity as campaign volume changes.
Set performance goals, review individual and team results, and provide regular feedback and coaching through team leads.
Address performance and quality issues promptly, escalating to contractor leadership when representatives fall short of firm standards.
Run regular meetings with team leads to review metrics, resolve concerns, and share firm and campaign updates.
Manage communication and coverage across time zones so the team stays aligned with firm priorities.
Oversee day-to-day intake operations for inbound and outbound mass tort campaigns, including lead response, screening, qualification, and retainer signing.
Ensure representatives screen potential clients accurately against each campaign's qualifying criteria, such as product use, diagnosis, and timing.
Develop and refine intake scripts, policies, procedures, and workflows to improve speed to lead, conversion, and data accuracy.
Oversee schedules and staffing levels to meet call volume, campaign launches, and service-level targets.
Serve as the escalation point for complex client inquiries and complaints, resolving them promptly and with empathy.
Identify operational problems and propose practical solutions focused on efficiency and quality.
Own monthly and campaign-level targets for qualified leads, conversion rate, and signed retainers, and hold the intake team accountable for meeting them.
Build a client-focused sales culture in which every contact is treated as an opportunity to help a potential client and sign a qualified case, without high-pressure tactics.
Develop and refine sales scripts, objection handling, and follow-up cadences for leads who do not sign on first contact.
Set individual and team performance targets and scorecards for representatives and team leads, and work with contractor leadership on incentives and consequences tied to results.
Analyze the intake funnel from first contact to signed retainer, identify where leads drop off, and act quickly to recover conversion.
Build and run a quality assurance program, including call monitoring, scorecards, and intake file audits.
Ensure intake practices comply with firm policy, attorney advertising and professional responsibility rules, telemarketing and consent rules such as the TCPA, and client privacy and data security requirements.
Protect sensitive client information, including medical and personal data handled by the offshore team.
Track intake metrics such as contact rate, speed to lead, qualification and conversion rates, signed retainers, abandonment rate, average handle time, service levels, and client satisfaction.
Build detailed performance reports in Excel and the firm's reporting tools, and present insights and recommendations to firm leadership.
Use data to guide coaching, staffing, and process decisions.
Develop and deliver training for representatives on campaign criteria, mass tort basics, legal terminology, call handling, and client empathy.
Update training quickly as new campaigns launch and criteria change.
Provide ongoing coaching and development for team leads.
Partner with attorneys, case management, marketing, and operations to align intake with case strategy and campaign goals.
Work with marketing on lead quality, volume forecasts, and campaign feedback.
Keep open, transparent communication with the intake team and firm stakeholders.

Desired Qualifications

Mass tort, personal injury, or class action intake experience.
Familiarity with legal intake customer relationship management systems or case management systems, such as Litify, Lead Docket, or similar platforms.
Experience with workforce management tools, quality assurance programs, and key performance indicator tracking.
Knowledge of the Telephone Consumer Protection Act, attorney advertising rules, and handling sensitive client and medical information.
A bachelor's degree in Business, Management, or a related field.
Background in consultative, needs-based, or inside sales.

Keller Postman represents a broad array of clients in class and mass actions, individual arbitrations, and multidistrict litigation matters at the trial and appellate levels in federal and state courts. Serving hundreds of thousands of clients in litigation and arbitration, we have prosecuted high-profile mass tort, antitrust, privacy, product liability, employment, and consumer-rights cases. Our firm also acts as plaintiffs' counsel in high-stakes public-enforcement actions. Our mission is to achieve exceptional results for our clients, drive innovation in the practice of law, and pursue unparalleled excellence in everything we do.

Purpose

Keller Postman is seeking an Intake Manager to lead our high-volume mass tort client intake operation. This Intake Manager role will oversee offshore contract intake specialists and is the firm's on-site owner of their performance, quality, and compliance. You will make sure every potential client who contacts us is screened accurately against campaign criteria, treated with care, and moved efficiently from first contact to signed retainer.

This is a sales- and performance-driven role. Success is measured by results: lead-to-retainer conversion, signed retainers, and speed to lead. A meaningful portion of compensation is tied to meeting those targets.

This is an in-person role based in either our Chicago, Illinois, Lake Mary, Florida, or Phoenix, Arizona office. The right candidate is data-driven, comfortable managing a distributed team across time zones, and able to operate independently in a fast-paced environment where campaigns launch and change quickly.

Compensation for the position includes an annual salary of $85,000 to $100,000, commensurate with experience, plus the role is eligible for a year-end discretionary bonus and benefits.

Responsibilities

Offshore contractor team leadership

Oversee a team of offshore contracted intake representatives and their team leads, setting clear expectations for performance, quality, and client experience.
Partner with contractor leadership on selecting, onboarding, and ramping representatives, and on adding or reducing capacity as campaign volume changes.
Set performance goals, review individual and team results, and provide regular feedback and coaching through team leads.
Address performance and quality issues promptly, escalating to contractor leadership when representatives fall short of firm standards.
Run regular meetings with team leads to review metrics, resolve concerns, and share firm and campaign updates.
Manage communication and coverage across time zones so the team stays aligned with firm priorities.

Mass tort intake operations

Oversee day-to-day intake operations for inbound and outbound mass tort campaigns, including lead response, screening, qualification, and retainer signing.
Make sure representatives screen potential clients accurately against each campaign's qualifying criteria, such as product use, diagnosis, and timing.
Develop and refine intake scripts, policies, procedures, and workflows to improve speed to lead, conversion, and data accuracy.
Oversee schedules and staffing levels to meet call volume, campaign launches, and service-level targets.
Serve as the escalation point for complex client inquiries and complaints, resolving them promptly and with empathy.
Identify operational problems and propose practical solutions focused on efficiency and quality.

Sales and conversion performance

Own monthly and campaign-level targets for qualified leads, conversion rate, and signed retainers, and hold the intake team accountable for hitting them.
Build a client-focused sales culture in which every contact is treated as an opportunity to help a potential client and sign a qualified case, without high-pressure tactics.
Develop and refine sales scripts, objection handling, and follow-up cadences for leads who do not sign on first contact.
Set individual and team performance targets and scorecards for representatives and team leads, and work with contractor leadership on incentives and consequences tied to results.
Analyze the intake funnel from first contact to signed retainer, find where leads drop off, and act quickly to recover conversion.

Quality and compliance

Build and run a quality assurance program, including call monitoring, scorecards, and intake file audits.
Make sure intake practices comply with firm policy, attorney advertising and professional responsibility rules, telemarketing and consent rules (such as the TCPA), and client privacy and data security requirements.
Protect sensitive client information, including medical and personal data, handled by the offshore team.

Performance analysis and reporting

Track intake metrics such as contact rate, speed to lead, qualification and conversion rates, signed retainers, abandonment rate, average handle time, service levels, and client satisfaction.
Build detailed performance reports in Excel and the firm's reporting tools, and present insights and recommendations to firm leadership.
Use data to guide coaching, staffing, and process decisions.

Training and development

Develop and deliver training for representatives on campaign criteria, mass tort basics, legal terminology, call handling, and client empathy.
Update training quickly as new campaigns launch and criteria change.
Provide ongoing coaching and development for team leads.

Collaboration

Partner with attorneys, case management, marketing, and operations to align intake with case strategy and campaign goals.
Work with marketing on lead quality, volume forecasts, and campaign feedback.
Keep open, transparent communication with the intake team and firm stakeholders.

Qualifications

Minimum of 10 years in call center or intake operations, including at least 5 years in a management role
Proven track record managing teams in a high-volume, fast-paced call center
Proven record of meeting or exceeding sales, conversion, or revenue targets in a call center or intake environment
Experience designing performance scorecards and incentive programs that drive measurable results
Experience managing offshore, outsourced, or contracted call center teams, including working with vendor leadership
Experience in legal intake at a law firm or legal services organization
Strong analytical skills and a data-driven approach to decisions and performance improvement
Advanced Excel skills and comfort learning new reporting software
Excellent communication, problem-solving, and organizational skills
Ability to work independently, manage multiple priorities, and pivot quickly as business needs change

Preferred qualifications

Mass tort, personal injury, or class action intake experience
Familiarity with legal intake CRMs or case management systems, such as Litify, Lead Docket, or similar platforms
Experience with workforce management tools, quality assurance programs, and KPI tracking
Knowledge of TCPA, attorney advertising rules, and handling of sensitive client and medical information
Bachelor's degree in Business, Management, or a related field
Background in consultative, needs-based, or inside sales

Keller Postman is an Equal Opportunity Employer. For California Applicants, please find our CCPA information here.

About the Company

Keller Postman

Mass tort and class action plaintiffs' law firm

Keller Postman is a plaintiffs' litigation firm that represents individuals and businesses in mass tort, class action, and complex litigation against large corporations, generally on a contingency-fee basis. The firm handles claims involving defective drugs and medical devices, environmental contamination, and antitrust—including matters tied to infant formula (NEC), Camp Lejeune water contamination, hair relaxers, and Google Ads overcharges—and clients start with a short online intake form before the firm gathers evidence and manages the case through resolution. What sets Keller Postman apart is its scale: it reports representing roughly 1.5 million clients and securing about $3 billion in recoveries with more than 300 attorneys and staff across offices in Chicago, Washington, D.C., Coral Gables, and Lake Mary. The goal is to hold corporations accountable and win compensation for people and businesses harmed by their conduct.

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: England, United Kingdom
Founded: Not listed

Recently Posted Jobs

Explore more opportunities at Keller Postman

See more jobs