Full-Time Law Firm Team Lead (REMOTE)

As a Law Firm Team Lead 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!

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 needed.
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 you are on track to hit monthly/yearly goals and provide feedback to individuals when necessary.
9. Analyze numbers and trends to create strategic plans and execute them successfully.
10. Create Action Plans for employees and give write ups when applicable.
11. Attend weekly Manager/Team Lead Meetings to discuss the team's weekly/monthly projections and discuss issues.
12. Ensure that all SOPs and training videos are up to date with any changes.
13. Review profiles and conduct interviews for any hiring needs in the team.
14. Provide training to all new hires and ensure they receive all the necessary training needed to build a foundation for their position.
15. Attend yearly Manager Conferences/Trainings.
16. Employee will be required to attend additional in-person trainings, which may occasionally be scheduled on weekends, including Saturdays and Sundays. Employees will be given 30-day notice prior to scheduled training to make arrangements to attend the training in-person.

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