Intake Team Lead
Kansas City, MO
Full Time
Entry Level
Position Overview
The Intake Team Lead is responsible for supporting the daily operations, performance, and overall success of the Intake Department. This role serves as a key leadership position focused on driving accountability, operational consistency, team engagement, and high-quality client experience.
The Intake Team Lead partners closely with department leadership to support team performance, reinforce departmental expectations, and help ensure Intake Specialists are equipped to meet productivity, quality, and conversion goals.
Key Responsibilities
Team Leadership & Daily Operations
• Provide day-to-day leadership and support to Intake team members
• Serve as a point of contact for escalations, questions, and operational support within the Intake Department
• Monitor team coverage, schedules, and workflow to ensure operational needs are met
• Lead by example through professionalism, accountability, and adherence to department standards
• Assist with maintaining morale, engagement, and a positive team culture
• Support leadership in implementing departmental initiatives, process updates, and operational changes
Performance Management & Coaching
• Monitor individual and team performance metrics to ensure goals and expectations are met
• Conduct regular coaching sessions focused on improving performance, quality, and client experience
• Provide real-time feedback and guidance related to call handling, case qualification, and communication standards
• Identify performance gaps and collaborate with leadership on corrective action plans when necessary
• Reinforce accountability related to productivity, attendance, quality, and workflow adherence
Quality Assurance & Process Consistency
• Review calls, documentation, and workflows to ensure compliance with department expectations and firm standards
• Promote consistency in Intake procedures, scripts, and client interactions
• Assist in identifying operational inefficiencies and recommend process improvements
• Ensure team members maintain accurate documentation and proper case handling procedures
Collaboration & Communication
• Partner with Intake leadership to support departmental goals, initiatives, and performance expectations
• Communicate important updates, process changes, and operational priorities to team members
• Collaborate with cross-functional departments to ensure smooth case intake and client experience
• Assist leadership with staffing support, scheduling coordination, and workflow management as needed
Documentation & Reporting
• Maintain records related to team performance, coaching conversations, and operational trends
• Assist with reporting on team productivity, quality performance, and departmental metrics
• Support the maintenance and consistency of SOPs and operational documentation
Key Performance Indicators (KPIs)
Success in this role will be measured by measurable improvements in team performance, operational efficiency, and client experience:
• Call Quality Performance
o Maintain and improve overall QA scores and consistency across the Intake team
• Conversion Rate
o Support increased conversion of qualified leads into retained/signed cases
• Productivity & Performance Metrics
o Drive achievement of departmental KPIs including call handling, follow-up, and responsiveness
• Process Adherence
o Increase consistency and accuracy in following Intake procedures, workflows, and documentation standards
• Client Experience
o Promote positive client interactions and high service standards throughout the Intake process
• Coaching Effectiveness
o Drive measurable improvement in team member performance through ongoing coaching and support
• Team Engagement & Accountability
o Foster a culture of accountability, professionalism, and continuous improvement
Qualifications
• Demonstrated success in an Intake role or similar position
• Strong leadership, communication, and interpersonal skills
• Ability to motivate, coach, and support team members in a fast-paced environment
• Strong organizational and time management skills
• Ability to analyze performance metrics and identify improvement opportunities
• Strong problem-solving and conflict-resolution skills
• Ability to lead by example and maintain professionalism under pressure
• Proactive, solutions-oriented mindset with a focus on operational success and team performance
Preferred Experience
• Previous leadership, supervisory, or team lead experience preferred
• Strong understanding of Intake processes, systems, and performance expectations
• Experience with quality assurance reviews, coaching, or performance management
• Experience assisting with workflow coordination, scheduling, or operational support
Employee Perks:
EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER
DiPasquale Moore, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
The Intake Team Lead is responsible for supporting the daily operations, performance, and overall success of the Intake Department. This role serves as a key leadership position focused on driving accountability, operational consistency, team engagement, and high-quality client experience.
The Intake Team Lead partners closely with department leadership to support team performance, reinforce departmental expectations, and help ensure Intake Specialists are equipped to meet productivity, quality, and conversion goals.
Team Leadership & Daily Operations
• Provide day-to-day leadership and support to Intake team members
• Serve as a point of contact for escalations, questions, and operational support within the Intake Department
• Monitor team coverage, schedules, and workflow to ensure operational needs are met
• Lead by example through professionalism, accountability, and adherence to department standards
• Assist with maintaining morale, engagement, and a positive team culture
• Support leadership in implementing departmental initiatives, process updates, and operational changes
Performance Management & Coaching
• Monitor individual and team performance metrics to ensure goals and expectations are met
• Conduct regular coaching sessions focused on improving performance, quality, and client experience
• Provide real-time feedback and guidance related to call handling, case qualification, and communication standards
• Identify performance gaps and collaborate with leadership on corrective action plans when necessary
• Reinforce accountability related to productivity, attendance, quality, and workflow adherence
Quality Assurance & Process Consistency
• Review calls, documentation, and workflows to ensure compliance with department expectations and firm standards
• Promote consistency in Intake procedures, scripts, and client interactions
• Assist in identifying operational inefficiencies and recommend process improvements
• Ensure team members maintain accurate documentation and proper case handling procedures
Collaboration & Communication
• Partner with Intake leadership to support departmental goals, initiatives, and performance expectations
• Communicate important updates, process changes, and operational priorities to team members
• Collaborate with cross-functional departments to ensure smooth case intake and client experience
• Assist leadership with staffing support, scheduling coordination, and workflow management as needed
Documentation & Reporting
• Maintain records related to team performance, coaching conversations, and operational trends
• Assist with reporting on team productivity, quality performance, and departmental metrics
• Support the maintenance and consistency of SOPs and operational documentation
Success in this role will be measured by measurable improvements in team performance, operational efficiency, and client experience:
• Call Quality Performance
o Maintain and improve overall QA scores and consistency across the Intake team
• Conversion Rate
o Support increased conversion of qualified leads into retained/signed cases
• Productivity & Performance Metrics
o Drive achievement of departmental KPIs including call handling, follow-up, and responsiveness
• Process Adherence
o Increase consistency and accuracy in following Intake procedures, workflows, and documentation standards
• Client Experience
o Promote positive client interactions and high service standards throughout the Intake process
• Coaching Effectiveness
o Drive measurable improvement in team member performance through ongoing coaching and support
• Team Engagement & Accountability
o Foster a culture of accountability, professionalism, and continuous improvement
• Demonstrated success in an Intake role or similar position
• Strong leadership, communication, and interpersonal skills
• Ability to motivate, coach, and support team members in a fast-paced environment
• Strong organizational and time management skills
• Ability to analyze performance metrics and identify improvement opportunities
• Strong problem-solving and conflict-resolution skills
• Ability to lead by example and maintain professionalism under pressure
• Proactive, solutions-oriented mindset with a focus on operational success and team performance
• Previous leadership, supervisory, or team lead experience preferred
• Strong understanding of Intake processes, systems, and performance expectations
• Experience with quality assurance reviews, coaching, or performance management
• Experience assisting with workflow coordination, scheduling, or operational support
Employee Perks:
- Benefits package – Health, Vision & Dental Insurance
- 401(k) matching retirement plan – up to 4%
- 3 weeks (120) hours of PTO
- Paid Holidays
- Work/Life balance – doing the job you love, with great people and NO long, crazy hours!
- FREE on-site parking garage
- Stability - Become an integral member of an energetic team in a growing law firm
EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER
DiPasquale Moore, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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