Personal Injury Intake Training Manager - Remote Call Center!

Job Summary

We're growing fast — and we need someone who wants to build just as fast, but uphold the highest quality standards. We’re not skimping on performance.

*Please DO NOT apply if you haven’t at least been an Intake Specialist, Trainer, Intake Manager, or Signed retainers, etc. at a PI firm in the past. These are non-negotiables.*

Juvo Leads is scaling rapidly, supporting hundreds of live law firm accounts, with a waitlist of additional clients, new accounts preparing to launch, and a growing call center that needs well-trained agents ready to perform.

And no two law firms or criteria are exactly the same.

Our agents navigate different scripts, qualification criteria, forms, workflows, systems, documentation requirements, and client expectations — all while delivering an exceptional experience and driving strong lead outcomes.

That's where you come in.

This is a high-impact role responsible for training and improving the Call Center Training function alongside our Senior Director of Call Center Services and CSO.

You won't be starting from zero. We have training materials, SOPs, processes, experienced agents, and a training foundation that helped us get where we are today.

But we've grown — and Training needs to grow with us.

You'll learn what exists, determine what's working, identify what's outdated or missing, and quickly build a more scalable, measurable Training program capable of supporting where we're going next.

And you'll be doing it while the call center is running.

On any given day, you may be running a new-hire class, determining whether agents are ready for production, preparing for a new client launch, cross-training existing agents, investigating why newer agents are making the same mistake, updating an outdated process, or responding to a Quality finding that requires immediate retraining.

You'll solve today's training problems while building the systems that prevent tomorrow's.

This is not a role where you'll spend your first 90 days observing and developing a perfect plan. We need someone ready to hit the ground running on Day One — learn quickly, prioritize, make decisions, build solutions, measure what works, and continuously improve.

Key Responsibilities

• Live, Breathe, Coach and Understand Personal Injury intake and all its caveats over and over- NO getting around this.
• Own and continuously improve the Call Center Training function, including new-hire onboarding, nesting, certification, continuing education, cross-training, retraining, and ongoing agent development.
• Audit our existing training program, curriculum, SOPs, job aids, assessments, call examples, and processes to determine what works, what needs to change, and what's missing.
• Build a scalable training framework capable of supporting hundreds of client accounts and continued rapid growth without sacrificing agent readiness or quality.
• Design and manage new-hire onboarding from Day One through production readiness, including curriculum, instruction, roleplay, assessments, call practice, nesting, and certification.
• Establish measurable graduation and production-readiness standards. Completing training is not enough — agents must demonstrate they can successfully perform the job.
• Support and monitor new agents through their first 30 days in production, identifying knowledge and skill gaps quickly and measuring whether training is translating into actual performance.
• Build and maintain client-specific training covering scripts, qualification criteria, forms, systems, workflows, documentation standards, compliance requirements, and other account-specific expectations.
• Develop rapid and effective training plans for new client launches, ensuring agents are properly prepared before handling live interactions.
• Build scalable processes for cross-training existing agents as new clients, call types, and responsibilities are added.
• Develop and continuously improve training materials, SOPs, job aids, knowledge bases, assessments, certifications, roleplays, call examples, and refresher training.
• Ensure training documentation remains accurate and aligned with current production processes and client requirements as the business evolves.
• Partner closely with the Call Quality Manager to turn QA findings, call trends, written-quality issues, compliance concerns, client feedback, and recurring agent errors into targeted training improvements.
• Identify whether an issue is truly a training or knowledge gap versus an individual performance/accountability issue, and partner with Operations accordingly.
• Identify the root cause when multiple agents are making the same mistake rather than repeatedly retraining individual agents without addressing the underlying problem.
• Deliver targeted individual, group, or department-wide retraining and continuing education when needed.
• Train agents on CRM, dialer, call handling, documentation, qualification, compliance, client-specific requirements, and internal systems and processes.
• Track training effectiveness by agent, class, cohort, trainer, topic, and client, identifying trends and opportunities for improvement.
• Build and maintain Training dashboards and leadership reporting covering certification, time-to-proficiency, early-tenure performance, QA results, retraining, production readiness, and other key outcomes.
• Partner with Workforce and Operations to understand upcoming staffing needs and training-class requirements so Training can prepare ahead of demand.
• Partner with Account Management and leadership on new client launches and significant process changes requiring agent education.
• Present senior leadership with what is happening, why it is happening, the business impact, what needs to change, and your recommendation — not simply a report of training activities completed.
• Maintain working knowledge of TCPA and applicable call center compliance requirements and ensure training remains current as requirements evolve.
• As the function grows, define Training staffing needs and build, onboard, develop, and manage the Training team, establishing clear expectations for trainer quality, productivity, consistency, and outcomes.
• Continuously evaluate what's working and what isn't and move quickly to improve it. This role requires someone who can build long-term infrastructure while simultaneously supporting the immediate needs of a live, fast-growing operation.

How We Measure Success

Training is not successful because a class was completed. Training is successful when agents succeed in production.

Success in this role will ultimately be measured through improvements in

• New-hire production readiness and certification
• Time to proficiency
• First-30-day agent performance
• Call and written quality
• Conversion and lead outcomes
• Early-tenure QA performance
• Knowledge-related errors
• Retraining frequency
• New-hire retention
• Client-specific accuracy
• Compliance performance
• Consistency across agents, classes, and trainers

Qualifications

• MUST HAVE—- 2+ years experience in Personal Injury Intake in a high volume environment that signs contracts on the firm (YOU need to be able to determine to take/reject AND be able to get them to sign on the call- No Mgr. or Attorney Approval here)
• Law Firm Intake Department Management/Training Experience
• 2+ years of experience in Training, Learning & Development, or Training leadership within a call center/contact center environment.
• Demonstrated experience building, rebuilding, or significantly improving call center or large intake department training and onboarding programs — builder mindset required.
• Experience developing and managing new-hire onboarding, nesting, assessments, certification, cross-training, retraining, and continuing education programs.
• Experience developing curriculum, SOPs, job aids, assessments, knowledge bases, and training documentation.
• Strong facilitation, coaching, presentation, and written communication skills.
• Strong understanding of how to measure whether training is actually translating into production performance.
• Experience with CRM and dialer platforms
• Strong analytical and problem-solving skills with the ability to identify root causes rather than repeatedly treating symptoms.
• Proven ability to work cross-functionally with Quality, Workforce, Operations, Account Management, Product, and senior leadership.
• Exceptional organization and prioritization skills with the ability to manage new-hire classes, live production needs, client launches, and longer-term projects simultaneously.
• Fast-paced, urgent, proactive, and highly accountable, with a natural go-getter mentality and strong drive to succeed, demonstrated through measurable accomplishments in prior roles.
• Resilient and adaptable. We're scaling quickly, and some days will feel like three steps forward and two steps back. We learn, adjust, get back up, and tackle the next hurdle.

W-2 Benefits & Perks

• 100% remote position within the United States
• Full-time W-2 employment
• Paid time off
• Paid company holidays
• Health insurance contribution/benefit
• Performance-based bonus opportunity, where applicable
• Direct exposure to and partnership with senior and executive leadership
• Significant autonomy and ownership to build and improve a function rather than simply inherit one
• Opportunity to introduce new systems, technology, and training methodologies
• Opportunity to build and lead a Training team as the company grows
• Fast-moving environment where strong performers can make a visible impact and grow with the company

Why Juvo Leads

We're not hiring for a seat we're simply replacing — we're investing in Training because we're growing.

We have hundreds of clients already live, additional clients waiting to launch, new agents entering the business, existing agents who need continued development, and new challenges to solve as we scale.

For the right person, that means real ownership, visibility, challenge, and opportunity to make an immediate impact.

You'll work directly with senior and executive leadership, influence how an entire contact center develops its people, and build systems that will support our next stage of growth.

We move fast, and resilience matters here.

Some days will feel like three steps forward and two steps back. Priorities change, new challenges surface, and what worked yesterday may need to evolve tomorrow. We don't get stuck there — we learn, adjust, get back up, and tackle the next hurdle.

If you're looking for a mature Training department where every process is already perfect and your primary responsibility is delivering someone else's curriculum, this probably isn't the role for you.

If you move fast, take ownership, love developing people, solve problems, are driven by measurable results, and would rather build the playbook than simply follow one, you'll thrive here.

Pay: $45,000.00 - $55,000.00 per year

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s)

• Do you have Personal Injury experience at a Law Firm?
• Do you have Legal Intake experience at a Law Firm?
• Do you have experience signing Retainers in a Law Firm?
• Do you have experience Training in a Law Firm?
• Do you have experience Managing in a Law Firm?

Work Location: Remote