About Us: We are the largest privately owned legal support services firm in Georgia. We have an excellent reputation in the legal community which is matched with our excellent office culture. We proudly placed in ABC's Best Places to Work for four years and placed first in the medium-sized business category in 2020. We strive to keep our quality, reputation, and culture as we grow.
Role Description: The Intake Manager is responsible for overseeing the intake department's daily operations, ensuring team efficiency, managing data accuracy, and delivering excellent service to clients. This role requires strong leadership and analytical skills, focusing on supporting the team's performance through mentorship and development while handling administrative duties. The Intake Manager will also manage database records and collaborate with other departments to resolve issues, all aimed at enhancing operational success.
Job Responsibilities:
Department Management:
Oversee and assist with Appointment Season, ensuring timely execution and coordination.
Assist and oversee the server onboarding process, ensuring smooth integration and ongoing support.
Escalate issues and provide updates to the Ancillary Division Manager on department progress and challenges.
Maintain oversight of supply inventory levels and proactively initiate orders to replenish supplies as necessary to sustain uninterrupted operations.
Confirm server rates and appointments with servers annually for contracted servers.
Perform additional administrative duties to support team efficiency and overall department effectiveness.
Occasionally handle after-hours emergencies to support process servers or clients.
Data Management:
Review reports and key performance indicators (KPIs) from the Intake Team Lead, analyzing trends and identifying areas for improvement.
Maintain and audit database records, including the dashboard and PST, to ensure up-to-date information for process servers and service areas.
Conduct regular audits to assess the accuracy of served documents and court filings
Ensure the map is updated regularly to accurately reflect service areas, server availability, and other critical notes.
Establish and monitor KPIs to measure department performance and drive improvements.
Collaboration, Communication, and Customer Service:
Foster effective communication and collaboration with legal teams, clients, and other stakeholders to understand their production needs and requirements.
Provide excellent customer service to internal and external clients, addressing inquiries, concerns, and requests related to production promptly and professionally.
Collaborate effectively across departments to anticipate upcoming workload, plan strategically, address client issues, and ensure timely delivery of jobs to clients within designated deadlines.
Quality Control and Process Optimization:
Implement and enforce quality control measures to maintain consistency and accuracy in the intake process, ensuring compliance with legal standards and guidelines
Identify and solve problems within the department to enhance overall efficiency and productivity.
Continuously evaluate and improve workflow processes, implementing solutions for process improvement.
Team Training and Development:
Conduct regular one-on-one meetings with the intake team to assess performance, provide feedback, and identify opportunities for improvement
Mentor and coach intake team members to ensure they maintain high standards of performance and professionalism.
Monitor generated reports regularly to evaluate team performance and ensure adherence to operational procedures and requirements.
Facilitate cross-training programs within the intake department, empowering employees to assist in various roles and tasks, ensuring flexibility and efficiency in operations.
Develop and implement comprehensive training programs to onboard new team members and familiarize them with intake processes, standards, and best practices.
Provide ongoing training and professional development opportunities for the intake staff to enhance their skills and capabilities, fostering a culture of continuous learning and growth within the team.
Qualifications:
Proven experience in a managerial or supervisory role, preferably within legal support or similar fields.
Strong organizational skills and attention to detail.
Ability to analyze performance data and drive improvements.
Excellent communication skills, both written and verbal.
Experience with database management and proficiency in relevant software tools.
Ability to handle multiple projects and priorities in a fast-paced environment.
Demonstrated ability to lead and mentor teams effectively.
Problem-solving skills and a proactive approach to resolving issues.
Benefits:
Health, dental, and vision insurance coverage.
Retirement savings plan.
Professional development opportunities.
A positive and collaborative work environment.
Work Setting:
In-Person at the Atlanta, GA (Chamblee area) Location
As an equal opportunity employer, Elizabeth Gallo Court Reporting does not discriminate on the basis of race, color, national origin, religion, sex, sexual orientation, age, veteran status, disability or genetic information, gender identity, gender expression or any other characteristic protected by law in its employment.