Director of Intake

Director of Intake

Kansas City, Missouri

DiPasquale Moore is one of the largest Personal Injury firms in the country with offices across the Midwest. This incredibly fast-growing company has a depth of knowledge as well as a commitment to treating their clients with the personal and professional care they deserve. The attorneys at DiPasquale Moore are unwavering advocates for injured victims and families. They provide an efficient, successful process for recovering losses so their clients can focus on their own physical and emotional recovery.

The Director of Intake Contact Center position has overall responsibility for development and execution of a superior client experience under the direction of the COO.

This position will provide leadership of teams responsible for intake client service and processing function. Responsibilities include planning, organizing, and coordinating staff development. Also responsible for reports, budgets, processes, systems, and technology ensuring optimum productivity, quality, client experience and employee satisfaction.

The Director of Intake will provide ongoing leadership, development and management of leading services that combine traditional practices and concepts of contact center operations, document management and client service into an innovative world-class intake structure within the legal industry. This position will work collaboratively with many departments at DM Law, including the leadership group, to understand business goals and translate those into intake support practices. This individual will work closely with cross functional teams including operations, marketing, finance, and legal services ensuring alignment and execution of an end-to-end process.

Major Accountabilities and Functions

• Manage department performance to meet and exceed service level agreements and client and company expectations.

• Lead strategic planning efforts utilizing exceptional problem solving, ownership and follow-through.

• Interface and coordinate with pre-lit teams, business unit partners and regional offices to deliver excellent client support and ensure that all client and company goals are met.

• Recognize strategic opportunities for success and create tactical plans.

• Introduce new perspectives and approaches to the business, which improve quality of service, enhance productivity, and realize savings.

• Establish performance objectives and expectations. Conduct regular performance reviews. Deliver critical feedback and effective coaching. Document performance.

• Recognize and reward strong performance. Take corrective action as needed.

• Coordinate hiring and staffing to ensure appropriate coverage. Assist with training as needed.

Responsibilities include but are not limited to:

• Implement the vision for high performing teams and inspire staff toward service excellence.

• Develop and utilize metrics to evaluate the performance of intake teams and to effectively implement continuous improvement.

• Supervise the day-to-day activities of Intake Specialists to optimize their effectiveness and promote ongoing leadership.

• Support a professional service culture by providing creative and effective management for staff growth and individual development.

• Provide leadership and direction to the implementation of new processes and procedures across the team to improve service delivery.

• Own the continued development of a service-driven culture in a fun, fast-paced environment.

• Provide creative and effective leadership to successfully forecast and plan for growth.

• Manage the integration of best practices of legal intake, contact centers, client service, and professional coaching into the operations of the Intake Team ensuring the team is equipped with processes, tools and techniques to achieve their persistence goals.

• Identify opportunities to reduce costs, to improve the quality of service and to better support the DM Law brand through the use of technology and process improvements.

• Develop internal relationships to exchange feedback on service issues, identify problems, assess needs, and achieve results.

• Maintain DM Law’s 3rd Party Vendor relationships connected to the Intake department

• Implement effective Intake Teams by promoting a positive, dynamic and inclusive work climate and build a robust culture that supports the DM Law brand.

• Assure that all clients receive service which is prompt, friendly, courteous, accurate, and helpful.

• Participate in the preparation of an annual budget.

• Administer compensation, incentive, recognition and reward programs.

Qualifications

• Five years’ call center leadership/management experience

• Demonstrated success in creating high performing teams and building a positive employee climate

• Displayed achievement of meeting and exceeding quantitative performance targets and goals

• Excellent people management, coaching and mentoring abilities

• Successful experience managing efficiency or cost reduction initiatives through process improvements, use of technology and staff performance

• Strong systems knowledge including experience with scheduling tools, voice and data networks and skill-based routing

• Proven ability to initiate and lead change through planning, problem solving, decision making and execution of plan

• Experience working with and maintaining third party vendor contracts and relationships

• Effective oral, written, and interpersonal communication skills

• Demonstrated organizational, prioritization and planning skills

• Ability to work in a fast-paced, team-oriented environment

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