PHONE INTAKE MANAGER - SENIOR LEADERSHIP ROLE at KRW Lawyers – Houston, Texas

KRW Lawyers – Asbestos Division Full-Time | In-Office | Austin, TX

KRW Lawyers is seeking a senior-level Phone Intake Manager to lead, scale, and professionalize our intake operations within the Asbestos Division. This role is responsible for end-to-end ownership of an intake operation of approximately 25 phone agents and growing, including onboarding, training, quality assurance, performance management, and daily operational execution.

This position is not a junior or first-time management role. We are looking for a proven call center leader with experience running high-volume, KPI-driven teams—ideally from a Fortune 500 or large enterprise environment—who can bring structure, accountability, and continuous improvement to a growing operation.

This is a full-time, in-office leadership role.

• Own the daily performance and output of the phone intake operation (approximately 25 agents and growing)
• Design, implement, and oversee onboarding and training programs for intake agents
• Establish and manage call quality, QA, coaching, and performance improvement frameworks
• Track, analyze, and report key intake metrics including call volume, conversion rates, and agent productivity
• Continuously evaluate and improve call scripts, intake workflows, and escalation protocols
• Partner closely with Marketing to align intake strategy with advertising spend and lead flow
• Ensure all intake operations meet legal, ethical, and firm compliance standards
• Manage employee performance including coaching, corrective action, and termination recommendations
• Build staffing plans and operational processes that support growth and scalability
• Serve as the operational owner of intake—identifying gaps and raising standards

• 7+ years of call center leadership experience preferred
• Experience managing teams of approximately 25+ agents in high-volume environments
• Background in enterprise or Fortune 500-scale call center operations
• Demonstrated success owning performance metrics and improving outcomes
• Strong experience building onboarding, training, and QA programs
• Comfortable leading through accountability and clear expectations
• Legal, healthcare, or regulated intake experience a plus
• Highly organized, data-driven, and operationally focused

KRW Lawyers is a nationally recognized law firm dedicated to advocating for individuals harmed by asbestos exposure. This role offers the opportunity to lead one of the most critical revenue-impacting functions in the firm, with real ownership, authority, and influence over outcomes.

This role is best suited for a seasoned call center leader who has previously owned operational outcomes. Candidates without significant intake or call center leadership experience should not apply.