Intake Training Manager – LATAM
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Job Description
Intake Training Manager leading training and coaching for Lemon Law and Personal Injury Intake teams at Ovation Law Firm. Focused on equipping intake specialists to convert qualified leads into retained clients.
Responsibilities:
- Own the end-to-end training and coaching strategy for Lemon Law and Personal Injury Intake teams, partnering with leadership to align training outcomes with business goals.
- Design, deliver, and continuously improve new hire onboarding programs covering case type fundamentals, script mastery, objection handling, Salesforce and Hubspot workflows, and call flow expectations.
- Conduct ongoing training sessions, team huddles, and skill-building workshops to reinforce best practices, roll out new scripts or processes, and address emerging performance trends across both intake teams.
- Monitor live calls and review recorded calls to identify coaching opportunities, validate training effectiveness, and reinforce best practices.
- Partner closely with the Quality Assurance department, using QA scores, trends, and insights to shape training priorities, target individual coaching plans, and close identified skill gaps.
- Deliver individualized 1-on-1 coaching sessions focused on tone, empathy, consultative selling, assumptive closing techniques, and case qualification accuracy.
- Create and maintain training materials, call scripts, objection-handling guides, knowledge base articles, and role-play scenarios in both English and Spanish.
- Partner with intake leadership to identify skill gaps, design improvement plans, and track coaching outcomes against team KPIs such as conversion rate, retainer rate, and overall call quality.
- Support Performance Improvement Plans (PIPs) when needed, working closely with managers and the QA team to help underperforming agents reach expectations.
- Build the foundation for a growing training function — including documentation, SOPs, and team structure — in preparation for hiring and managing additional trainers and coaches as the firm scales.
- Stay current on lemon law and personal injury intake processes, Salesforce and Hubspot best practices, and consumer-focused sales techniques to ensure training content remains accurate, relevant, and effective.
Requirements:
- Strong English communication skills (C1 level), both verbal and written.
- Fully bilingual, fluent in both English and Spanish.
- At least 5 years of experience in sales training, call center coaching, or team development within a high-volume call center, legal intake, or customer acquisition environment.
- Prior experience managing, mentoring, or leading trainers, coaches, or team leads — whether formally or in a lead/senior capacity.
- Proven track record of improving agent performance, conversion rates, or customer experience metrics through structured coaching and training programs.
- Experience collaborating with QA teams and leveraging call review data to inform coaching and training.
- Exceptional facilitation and presentation skills with the ability to engage remote learners and adapt teaching style to different learning preferences.
- Strong instructional design skills, including the ability to translate complex information into clear, engaging training content.
- Tech-savvy and comfortable typing 45+ WPM while navigating multiple software platforms simultaneously.
- Ability to work independently from a home office with stable, high-speed internet and a quiet, professional workspace.
- Must have a laptop or desktop computer with a minimum of 16GB RAM and an Intel Core i5 processor or higher.
- Must have a stable wired internet connection with a minimum speed of 50 Mbps.
- Jabra Evolve 20 headset or equivalent required.
- Available to work U.S. business hours, Monday through Friday, 9:00 AM–6:00 PM Mountain Time.
- Willingness to use time-tracking software.
Benefits:
- Performance based incentives tied to team outcomes.
- 100% remote work environment.
- 6 paid time-off (PTO) days per year.
- Clear path to building and leading a team as the firm scales.
- Opportunity to work closely with leadership and legal professionals in a growing, modern law firm, shaping the performance culture of mission-driven intake teams.
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