The Legal Intake Performance Analyst will be responsible for analyzing intake operations identifying performance trends and delivering actionable insights to improve efficiency and effectiveness across the department. This role directly supports leadership by monitoring KPIs building dashboards and helping elevate individual and team performance. The ideal candidate brings strong analytical skills thrives in fastpaced environments and understands the nuances of call center and legal intake operations.

Responsibilities

Performance Monitoring & Data Analysis

• Track and interpret KPIs such as conversion rate average handle time call volume case qualification rate and agent productivity.
• Identify patterns trends and performance gaps to inform strategy and decisionmaking.

Dashboard Development & Reporting

• Design maintain and enhance realtime performance dashboards and scorecards for agents teams and departmentwide metrics.
• Ensure clear visualization and accessibility of key data for stakeholders.

Root Cause Investigation

• Conduct deepdive analysis into underperformance or missed benchmarks.
• Pinpoint root causes and propose specific databacked improvement strategies.

AgentLevel Performance Insights

• Evaluate individual agent performance and provide tailored recommendations to support growth.
• Collaborate with team leads to align data findings with coaching and development initiatives.

Coaching & Feedback Collaboration

• Deliver clear constructive and timely feedback based on performance data.
• Partner with supervisors to shape coaching plans that drive continuous improvement.

Training & Development Support

• Identify common trends and performance issues to inform training content.
• Assist in new hire onboarding and provide support for refresher training sessions.

Quality Calibration

• Participate in regular calibration meetings to ensure consistent scoring quality standards and alignment across leadership.

Compliance Monitoring

• Verify that agents adhere to legal ethical and procedural standards as defined by internal policies and industry regulations.

What You Need

• Possess the capacity to thrive in highpressure situations or stressful work environments
• Minimum 2 years of experience in performance analysis business intelligence or call center operations
• Demonstrate adaptability to various visual learning styles
• Proficient in utilizing tools resources and software effectively
• Must have the ability to multitask
• Ability to type 35 WPM
• Ability to work in a fastpaced call center environment.
• Ability to work well under pressure.
• Excellent communication skills.
• Excellent interpersonal and customer service skills.
• Strong organizational skills and attention to detail.
• Prior experience in legal services or call center environments preferred
• Understanding of personal injury law and legal terminology is a plus
• Customer Service experience (Preferred)
• High school or equivalent (Required)
• Microsoft Office: 2 years (Required)

What You Get

Job Types: Fulltime

Benefits:

• Dental insurance
• Vision insurance
• Health insurance
• Supplemental Insurance
• Paid time off
• Paid Holidays
• Paid Inclement Weather Days
• Opportunity to earn monthly performance bonuses!

Schedule:

• 8 hour shift
• MondayFriday
• 8am5pm

Pay:

• $1820/hour