Job Description

The Personal Injury/Auto Intake Case Lead will manage multiple aspects of client relations for the law firm located at our Dallas office as well as lead a team of intake specialists. You and your team will be the first line of contact for potential clients. Job Qualifications

• At minimum, 5 to 10 years’ experience working in Personal Injury/Auto Intake departments with a proven track record of success
• Extensive knowledge of call center/intake operations including staffing, technology, and service levels
• Ability to manage all call center duties/functions and identify system and process gaps to drive improvements and efficiencies
• Support the implementation of company programs, procedures, and practices
• Review of all potential new clients/ matters
• Track and monitor all PNC calls daily
• Potential new matter evaluation: disposition authority to sign, decline, further evaluate, and escalate serious cases for review
• Compliance review to include clients designated for signup; attorney assigned to the signup, resolution of signup, department to which the client becomes assigned.
• Client meetings and manage escalated PNC issue resolution (calls/in-person)
• Manage overflow of on-call; in-office/after-hours potential new matters
• Management meeting review to include weekly review PowerPoint generation, dashboard review, and report analysis
• Developing and leading internal audit and compliance for PNC processes
• Weekly forecasting
• Ensure 100% compliance on grade cards
• Ensure ethical and legal obligations
• Additional projects, as assigned.

Requirements:

• Bilingual (English/Spanish), preferred
• 5+ years Personal Injury Experience
• 5-10 years of call center and/or inside sales experience
• 3-5 years in a supervisory position/call center management experience
• Working knowledge and understanding of contact center channels (phone, chat, email, social media, SMS, and app messaging)
• Ability to work a modified schedule, when necessary

Company Description

Agile Premier is a privately-owned recruiting firm that specializes in Information Technology recruiting. The company is headquartered in Dallas, Texas. Agile Premier is the market leader for placing key contributors and leaders within the software development life cycle, business intelligence solutions, data management, systems and network engineering, ERP, content management / team collaboration space, medical device technology, pharma-tech and logistics. Agile Premier's internal team consists of the top performing recruiters in the industry who focus solely on building long-term relationships with Information Technology professionals. Our recruiting specialties include but are not limited to .NET, PHP, SharePoint, Windows Server, Linux/Unix Server, SSIS/Informatica, Cisco, Java, VMWare, Citrix, Oracle/SQL Server database, and much more.