We are a Nationwide Legal Intake Center, partnering with renowned law firms across the country to manage the intake process for Mass Tort lawsuits, medical malpractice, police brutality, and discrimination cases. Our intake agents handle a high volume of calls to potential clients who have expressed interest in joining a mass tort lawsuit. The agents are responsible for verifying whether these individuals meet the qualifications to participate in the lawsuit, and for reviewing and executing legal documents to secure representation by the appropriate attorneys. Our mission is to efficiently connect victims with legal representation, ultimately aiming to secure financial compensation for the damages they've endured.
Position Overview:
The Jr. Supervisor plays a pivotal role in the success of our company and the daily productivity of our Intake Agents. This position involves overseeing numerous intake agents, monitoring productivity, identifying and correcting discrepancies in our intake process, and providing guidance and leadership to team members. Responsibilities also include tracking attendance and conduct, identifying areas for improvement, coaching agents, and contributing to the team's growth and success. The Jr. Supervisor will also act as a guide and mentor to new intake agents, ensuring their smooth integration and development within the team. Candidates must be driven leaders and have a thorough understanding of managing a large team.
Essential Functions:
Directly lead, manage, and coach a team of intake agents to meet and/or exceed sales goals and objectives while maintaining an impeccable standard of quality.
Develop and educate team members on calling strategies and best practices to increase calling efficiency.
Provide consistent motivation for the team by creating incentive programs and fostering a winning and supportive culture.
Attain staffing level objectives with a consistent and proactive recruitment program.
Become a master of call center metrics and KPIs to drive consistent improvement in employee retention, satisfaction, and productivity.
Prepare, analyze, and present call center reports that demonstrate improvements and areas of focus.
Review, prepare, and submit commission-based payroll.
Minimum Qualifications:
3+ years of outbound call center experience
Outstanding sales, business development, and negotiating skills
Prior demonstrated success in leading a customer-centered sales team
Highly motivated to succeed in a performance-driven environment
Ability to work independently but with a team focus
Effective communication and interpersonal skills
Excellent proficiency with auto-dialing platforms and CRMs
Experience in Microsoft Office applications and Google Suite Programs
Ability to multitask in a fast-paced environment
Ability to maintain confidentiality
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Applicants must be authorized to work in the United States. We utilize E-Verify, an internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility.