Contractor Demand Team Lead

• Manage a team of Demand Specialists ensuring they are meeting their KPIs.
• Assign cases to the team daily.
• Check demand packages and approve them once all corrections have been made.
• Have provider meetings to discuss gaps in expectations and improve turnaround times to receive the documents we need.
• Conduct weekly case audits to ensure all cases are being worked on efficiently and identify any possible issues with cases.
• Conduct weekly call audits to ensure calls are being handled appropriately and that all clients are receiving excellent customer service.
• Take escalation calls from clients and de-escalate the situation to retain client satisfaction.
• Analyze individual and team KPIs, assess if we are on track to hit monthly/yearly goals and provide feedback to individuals when necessary.
• Create Action Plans for employees and give write ups when applicable.
• Attend weekly Manager/Team Lead Meetings to discuss the teams weekly/monthly projections and discuss issues.
• Ensure that all SOPs and training videos are up to date with any changes.
• Review profiles and conduct interviews for any hiring needs in the team.
• Provide training to all new hires and ensure they receive all the necessary training they need to build a foundation for their position.

• At least 2 year in a supervisory/team leader role (legal experience in personal injury practice area strongly preferred.).
• Must be fluent in English and Spanish.
• Must consistently be on time and reliable.
• Must work well in a team environment.
• Must have excellent written and verbal communication skills, including the ability to successfully communicate with other employees.
• Must have proficiency in using computers and relevant software.
• Must be able to prioritize tasks effectively.
• Must possess strong multitasking and time-management skills.
• Must have strong phone contact handling skills and active listening abilities.
• Must have a passion for delivering exceptional customer service.

What is the last date for applying to the job?

Which countries are accepted for this remote job?