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,…