Tort Experts

Manager

• Train and onboard new hires on intake procedures, systems, communication skills, and case qualification requirements
• Provide ongoing coaching through call shadowing, call reviews, and constructive feedback
• Assist agents during assigned shifts by answering questions, reinforcing procedures, and escalating issues when needed
• Handle inbound and outbound intake calls
• Maintain accurate records and meet quality and performance standards
• Track training progress and work with intake leadership to address performance gaps
• Create and maintain training materials, reference guides, FAQs, and call support resources
• Update system guidance and coaching playbooks as processes and case criteria change

Intake Manager – Trainer