Personal Injury Intake Manager
Omar Khawaja Personal Injury Lawyers, Houston, TX, United States
About Us
The Law Offices of Omar Khawaja is a leading personal injury law firm dedicated to advocating for clients who have been wrongfully injured. Our team of experienced attorneys is committed to providing exceptional legal representation and achieving justice for those who have suffered due to others’ negligence.
Position Overview
We are seeking a highly analytical and results‑driven Intake Manager to lead and optimize our intake department. This role is responsible for managing the full intake pipeline from initial lead contact through case retention using data, metrics, and performance tracking to maximize conversion rates and revenue. The ideal candidate is not just a team leader, but a systems thinker who understands how to measure performance, identify inefficiencies, and continuously improve intake operations.
Responsibilities
Performance & Metrics Management
Track and analyze key intake KPIs, including
Develop and maintain dashboards (Excel, CRM, or BI tools) to monitor team performance
Identify trends, gaps, and opportunities for improvement using data
Intake Team Leadership
Manage, train, and coach intake specialists to improve performance
Conduct regular performance reviews based on metrics and call quality
Set weekly and monthly KPIs for the team
Hold team members accountable to performance standards
Conversion Optimization
Improve lead‑to‑retained case conversion through call script refinement, call handling coaching, follow‑up strategies (calls, texts, emails)
Review recorded calls and provide actionable feedback
Implement best practices to increase retention rates
Speed‑to‑Lead & Follow‑Up Systems
Ensure rapid response to all incoming leads (goal: under 5 minutes)
Build and enforce structured follow‑up processes
Monitor missed calls, uncontacted leads, and response delays
Lead Quality & Case Alignment
Ensure intake is properly qualifying cases based on firm criteria
Track attorney acceptance rates and alignment with intake decisions
Collaborate with attorneys and litigation team to improve case quality
Reporting & Revenue Impact
Provide regular reports on intake performance, conversion trends, lost leads and reasons, and lead source performance
Analyze revenue impact of intake performance and identify lost opportunity
Partner with marketing to evaluate lead source ROI and quality
Hiring & Team Development
Assist with recruiting, interviewing, and onboarding new intake specialists
Create structured onboarding and training programs
Develop SOPs and internal intake playbooks
Conduct role‑play training for objection handling and call flow improvement
Compliance & Legal Awareness
Ensure intake processes comply with legal advertising and solicitation rules
Maintain confidentiality and ethical handling of client information
Understand contingency fee case screening standards
Familiarity with Texas PI case types and liability factors
Qualifications
3+ years of experience in personal injury intake management
Strong understanding of KPI tracking and performance metrics
Experience using CRM systems, NEOS and reporting tools (e.g., Excel, Power BI, or similar)
Proven track record of improving conversion rates and team performance
Excellent leadership, coaching, and strong communication skills
Ability to analyze data and translate insights into action
Familiarity with call tracking and call review systems
Bilingual in Spanish, Arabic, Urdu, Pashto and/or Dari is a PLUS
Must be available to work flexible hours, including evenings and occasional weekends
Ability to adjust schedule based on call volume, campaign launches, or firm needs
Willingness to be available for after‑hours oversight or urgent escalations when necessary
Ensures intake coverage aligns with peak lead times to maximize conversion opportunities
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The Law Offices of Omar Khawaja is a leading personal injury law firm dedicated to advocating for clients who have been wrongfully injured. Our team of experienced attorneys is committed to providing exceptional legal representation and achieving justice for those who have suffered due to others’ negligence.
Position Overview
We are seeking a highly analytical and results‑driven Intake Manager to lead and optimize our intake department. This role is responsible for managing the full intake pipeline from initial lead contact through case retention using data, metrics, and performance tracking to maximize conversion rates and revenue. The ideal candidate is not just a team leader, but a systems thinker who understands how to measure performance, identify inefficiencies, and continuously improve intake operations.
Responsibilities
Performance & Metrics Management
Track and analyze key intake KPIs, including
Develop and maintain dashboards (Excel, CRM, or BI tools) to monitor team performance
Identify trends, gaps, and opportunities for improvement using data
Intake Team Leadership
Manage, train, and coach intake specialists to improve performance
Conduct regular performance reviews based on metrics and call quality
Set weekly and monthly KPIs for the team
Hold team members accountable to performance standards
Conversion Optimization
Improve lead‑to‑retained case conversion through call script refinement, call handling coaching, follow‑up strategies (calls, texts, emails)
Review recorded calls and provide actionable feedback
Implement best practices to increase retention rates
Speed‑to‑Lead & Follow‑Up Systems
Ensure rapid response to all incoming leads (goal: under 5 minutes)
Build and enforce structured follow‑up processes
Monitor missed calls, uncontacted leads, and response delays
Lead Quality & Case Alignment
Ensure intake is properly qualifying cases based on firm criteria
Track attorney acceptance rates and alignment with intake decisions
Collaborate with attorneys and litigation team to improve case quality
Reporting & Revenue Impact
Provide regular reports on intake performance, conversion trends, lost leads and reasons, and lead source performance
Analyze revenue impact of intake performance and identify lost opportunity
Partner with marketing to evaluate lead source ROI and quality
Hiring & Team Development
Assist with recruiting, interviewing, and onboarding new intake specialists
Create structured onboarding and training programs
Develop SOPs and internal intake playbooks
Conduct role‑play training for objection handling and call flow improvement
Compliance & Legal Awareness
Ensure intake processes comply with legal advertising and solicitation rules
Maintain confidentiality and ethical handling of client information
Understand contingency fee case screening standards
Familiarity with Texas PI case types and liability factors
Qualifications
3+ years of experience in personal injury intake management
Strong understanding of KPI tracking and performance metrics
Experience using CRM systems, NEOS and reporting tools (e.g., Excel, Power BI, or similar)
Proven track record of improving conversion rates and team performance
Excellent leadership, coaching, and strong communication skills
Ability to analyze data and translate insights into action
Familiarity with call tracking and call review systems
Bilingual in Spanish, Arabic, Urdu, Pashto and/or Dari is a PLUS
Must be available to work flexible hours, including evenings and occasional weekends
Ability to adjust schedule based on call volume, campaign launches, or firm needs
Willingness to be available for after‑hours oversight or urgent escalations when necessary
Ensures intake coverage aligns with peak lead times to maximize conversion opportunities
#J-18808-Ljbffr