Supervisor Intake Operations

Intake Operations Supervisor

Department: Sales / Client Services
Reports To: Sales & Conversion Manager
Location: New York, NY
Employment Type: Full-Time

About the Role

Spar & Bernstein is seeking an Intake Operations Supervisor to oversee the intake process from first contact through signed client. This role is responsible for ensuring quality, speed, consistency, and accountability across the entire intake workflow.

The Intake Operations Supervisor will help ensure that all incoming leads are handled quickly, consistently, and effectively, while identifying and resolving bottlenecks throughout the client acquisition process. This position also provides operational support to consulting attorneys to help ensure consultations run smoothly and conversion opportunities are maximized.

This is a hands-on, execution-focused role that requires strong people management, organization, follow-through, and process improvement skills.

Key Responsibilities

• Own the full intake process from lead entry through consultation scheduling, attorney handoff, follow-up, and signed retainer.
• Ensure all leads are contacted quickly, consistently, and properly followed up on.
• Identify and eliminate bottlenecks in the intake, consultation, and conversion process.
• Manage, train, and support intake staff to ensure consistent execution and accountability.
• Monitor key performance metrics, including response time, booking rate, follow-up compliance, and conversion-related activity.
• Maintain CRM accuracy, pipeline visibility, and clean intake data.
• Ensure all intake processes, scripts, workflows, and follow-up procedures are followed correctly.
• Provide operational support to consulting attorneys by ensuring they have complete and accurate case information before consultations.
• Coordinate consultation scheduling, reminders, and follow-up to maximize consultation show rate and signed retainer conversion.
• Continuously improve intake systems to increase efficiency, accountability, and client conversion rates.

Qualifications

• Prior experience in intake, sales operations, client services, call center operations, or a related supervisory role.
• Strong people management and staff accountability skills.
• Excellent organizational and follow-up abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and commitment to process consistency.
• Experience working with CRM systems and tracking performance metrics.
• Strong communication skills and the ability to work closely with attorneys, managers, and intake staff.
• Law firm, immigration, or professional services experience is preferred but not required.