Position Overview 

The Training Team Lead is responsible for leading the development, coordination, and delivery of training programs within the Intake Department. This role is a key leadership opportunity for a high-performing team member to drive consistency, elevate performance, and strengthen the overall effectiveness of the Intake team. 

The Training Team Lead partners closely with department leadership to identify training needs, improve onboarding and ongoing development, and ensure team members are equipped to meet performance expectations and deliver excellent client experience. 

Key Responsibilities 

Training Development, Delivery & Curriculum Design 

• Design, develop, and maintain a structured Intake training curriculum, including onboarding and ongoing development programs  

• Build and continuously refine curriculum to align with Intake processes, performance expectations, and business goals  

• Deliver training through group sessions, workshops, and one-on-one coaching  

• Ensure curriculum incorporates core competencies such as call handling, case qualification, and client experience  

• Update training materials and curriculum based on performance data, feedback, and process changes  

• Develop and maintain a structured Intake training curriculum, including clearly defined learning paths, modules, and performance milestones 

The Intake curriculum will include, but is not limited to: 

• New Hire Onboarding Program (systems, processes, call handling fundamentals)  

• Core Skills Training (call flow, client communication, case qualification, objection handling)  

• Systems & Tools Training (CRM, call software, documentation standards)  

• Quality & Compliance Standards (QA expectations, script adherence, legal sensitivities)  

• Advanced & Ongoing Development (performance coaching, skill refinement, updates to processes)  

• Refresher & Remediation Training for underperforming team members 

Team Leadership & Development 

• Serve as the primary point of contact for all training-related initiatives within Intake  

• Mentor and support team members through coaching, feedback, and skill development  

• Partner with supervisors to reinforce performance expectations and accountability  

• Foster a culture of continuous improvement, engagement, and professional growth  

Program Assessment & Performance Improvement 

• Monitor training effectiveness using KPIs, call reviews, and team performance data  

• Identify skill gaps and implement targeted coaching or training solutions  

• Continuously refine training programs to improve team outcomes and consistency  

Collaboration & Coordination 

• Partner with Intake leadership to align training with departmental goals and performance standards  

• Ensure training content aligns with firm policies, procedures, and client service expectations  

Documentation & Reporting 

• Track training completion, participation, and progress of team members  

• Maintain updated SOPs and training documentation  

• Provide regular reporting on training impact and team performance trends  

Key Performance Indicators (KPIs) 

Success in this role will be measured by measurable improvements in training effectiveness, team performance, and operational consistency: 

• Time to Full Productivity  

• Decrease the time required for new hires to meet established performance benchmarks  

• Call Quality Performance  

• Increase average QA scores and consistency across all Intake team members  

• Conversion Rate  

• Improve the percentage of qualified leads converted to retained/signed cases  

• Training Completion & Knowledge Retention  

• Achieve 100% completion of required training with demonstrated retention and application of knowledge  

• Coaching Effectiveness  

• Drive measurable performance improvement in individuals receiving targeted coaching  

• Process Adherence  

• Increase consistency and accuracy in following Intake procedures, scripts, and workflows  

• Training Satisfaction & Engagement  

• Maintain strong feedback scores reflecting training effectiveness, clarity, and support  

Qualifications 

• Demonstrated success in an Intake role or similar position  

• Strong communication and coaching skills with the ability to develop others  

• Proven ability to lead by example and influence team performance  

• Strong organizational and time management skills  

• Ability to analyze performance data and identify improvement opportunities  

• Proactive, solutions-oriented mindset with a focus on team success  

Preferred Experience 

• Experience assisting with training, mentoring, or onboarding new team members  

• Experience developing or improving SOPs or training materials  

• Strong understanding of Intake processes, systems, and performance expectations