Full-Time Demands Team Lead

As a Team Leader here at Ward Law Group, you will thrive in a fast-paced and growing work environment. You will be responsible for managing a team of Demand Specialists to ensure they are delivering the best results for our clients. We seek positive, goal-oriented individuals who are ready to make a difference!

Team Leader Job Responsibilities

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

Team Leader Qualifications

• At least 2 years in a supervisory/team leader role.
• 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.
• Must have the ability to handle customer complaints and provide appropriate solutions.
• Must be able to adapt to a fast-paced and changing work environment.
• Must have a keen eye for detail to ensure accuracy and thoroughness in all tasks.
• Candidate must have the following work at home settings minimum to work:
• Computer: Windows: Windows 10, Intel i5 (8th Gen+) or 2ghz and 8 cores, 16 GB RAM, 256 GB SSD
• Mac: macOS 11 (Big Sur+), Apple M1 or Intel i5, 8 GB RAM, 256 GB SSD
• Display: Full HD (1920x1080)
• Network: Connection: Wired Ethernet preferred; 5 GHz Wi-Fi acceptable
• Internet Speed: 30 Mbps download, 15 Mbps upload
• Latency: Under 100 ms
• Other: Noise-canceling headset Preferably with a 3.5mm connection.720p webcam for meetings, huddles and trainings.

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