Supervisor Senior Intake Specialist

About the role

The Supervisor – Senior Intake Specialist plays a critical role in overseeing the day-to-day performance, quality, and strategic execution of the White Glove Senior Intake Specialist team. This leader ensures the highest standards of client experience, accuracy, and case qualification are met, particularly for high-value and catastrophic cases. The role requires a high degree of operational oversight, coaching expertise, and cross-functional coordination to support frontline performance, ensure alignment with intake strategy, and protect the integrity of high-impact case opportunities.

This supervisor-level position is ideal for someone who has deep expertise in legal intake operations, strong interpersonal skills, and a proactive, performance-driven mindset.

What you'll do

• Team Oversight & Support:
  Supervise and support a team of Senior Intake Specialists, ensuring coverage, performance, and accountability across all communication channels (phone, chat, SMS, and email).
  
  
  
• Coaching & Quality Reinforcement:
  Conduct regular side-by-sides, QA reviews, and feedback sessions to reinforce White Glove service standards. Identify coaching opportunities and provide individualized support to drive performance improvement.
  
  
  
• Operational Execution & Escalation Management:
  Serve as the primary point of escalation for complex or sensitive high-value interactions. Provide real-time intervention when needed to support client experience or case integrity.
  
  
  
• Performance Monitoring:
  Track individual and team KPIs such as lead conversion, first contact resolution, QA scores, and client satisfaction. Use data to drive decisions, recognize strong performance, and address underperformance.
  
  
  
• Cross-Functional Collaboration:
  Partner with the Intake Manager, Quality Assurance, Workforce Management, Learning & Development, and Reporting teams to ensure alignment on processes, staffing, training needs, and continuous improvement initiatives.
  
  
  
• Process & Strategy Execution:
  Ensure consistent application of intake protocols, escalation paths, and case classification rules. Provide feedback on workflow improvements and advocate for changes to enhance efficiency and quality.
  
  
  
• Perform Additional Duties as Assigned:
  Support other team initiatives or operational needs as required by leadership.

Qualifications

• Prior experience as a Senior Intake Specialist or equivalent role in a legal intake or contact center environment
• Strong understanding of the legal industry, particularly personal injury case types, legal terminology, and intake qualification criteria
• Proven ability to lead, coach, and develop high-performing teams
• Excellent communication, organizational, and problem-solving skills
• Proficiency in Salesforce, Amazon Connect, and intake QA systems preferred
• Ability to remain composed and decisive under pressure
• Bachelor’s degree preferred or equivalent work experience
  
  

Physical Requirements:

• Ability to sit for extended periods while working on a computer
• Adequate visual, auditory, and manual dexterity to perform essential duties