Intake Operations Manager - Employment Law in Los Angeles

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Job DescriptionJob Description

About MyWorkRights

MyWorkRights is a fast-growing legal intake and referral operation that helps employees connect with vetted plaintiff-side employment attorneys. We are not a law firm—we gather facts, evaluate viability, and route qualified cases to law firms based on strict criteria. Our goal is simple: deliver high-quality intakes, reduce friction for attorneys, and help clients get matched with the right legal help.

Role Overview

The Intake Operations Manager owns intake execution, performance, staffing, processes, quality, and outcomes. This role sits between the intake team and leadership and ensures that every caller receives a professional, consistent, and compliant intake experience. You will refine workflows, train staff, implement QA systems, increase close rates, and help scale intake

capacity.

This position requires a blend of call center leadership, legal process understanding (employment law ), performance management, and an obsession with clean workflows and accurate data.

Responsibilities

Team Management & Performance

● Lead, coach, and supervise Intake Specialists, QA analysts, openers, and future support staff.

● Set performance expectations (KPIs: conversion, schedule rate, call attempts, evidence capture, case acceptance rate, retainer signed rate, time-to-contact, etc.).

● Conduct weekly 1:1s, monitor quality, and implement corrective action plans where needed.

● Manage staffing schedules to ensure coverage across time zones and peak inbound hours.

Process & Workflow Optimization

● Maintain, refine, and enforce SOPs for all intake functions.

● Own workflow automation related to LeadDocket, Slack, E-Mail and AI-assisted workflows.

● Implement feedback loops with referral partners to continually improve intake criteria.

Quality Assurance & Compliance

● Ensure all intake scripts, messaging, and documentation remain compliant with state rules, referral laws, and internal standards.

● Conduct periodic call audits and documentation reviews to ensure accuracy and completeness.

● Enforce standardized note-taking, evidence collection, and decision logic.

Training & Onboarding

● Build and maintain training materials for new hires (scripts, shadowing plans, call flow guides, intake rubrics).

● Run quarterly refresher training based on evolving case criteria, attorney requirements, and program updates.

Data, Reporting & Communication

● Track and report intake performance metrics to leadership.

● Analyze trends in intake quality, case rejection reasons, and operational bottlenecks.

● Communicate updates to team quickly and clearly through Slack, SOP updates, and training sessions.

Required Experience & Skills

● 3+ years in intake operations, call center leadership, legal operations, or customer service management (employment law but not required).

● Experience supervising remote or hybrid teams.

● Strong understanding of intake metrics and performance-based environments.

● Proficiency with CRM systems (LeadDocket experience is a plus).

● Excellent written and verbal communication.

● Ability to balance speed, quality, and empathy when handling employee callers.

● Experience working with plaintiff-side employment, personal injury, mass torts, or legal

BPO teams.

● Bilingual (English/Spanish)

● Familiarity with automation tools (Zapier, workflow builders, form logic, call tracking).

● Hands-on experience implementing intake scripts, QA scoring, or process improvements.

What Success Looks Like

● Reduced call times with improved conversion rates.

● Consistent, accurate, and complete intake records.

● Clear alignment with attorney case acceptance criteria.

● Faster turnaround from inquiry intake attorney handoff signed retainer.→ → →

● A confident, trained, consistent intake team operating with clarity and accountability.

Compensation

Competitive salary + performance bonuses

If you are interested in applying for this job please press the Apply Button and follow the application process. Energy Jobline wishes you the very best of luck in your next career move.