Full-Time Referral Team Lead

Referral Team Lead

Oversees a team of Referral Specialists, ensuring optimal performance, compliance, and efficiency.

Key Responsibilities

• Manage KPIs and drive referral fee revenue goals.
• Audit work for accuracy and compliance.
• Improve workflows and procedures.
• Supervise Referral Specialists to meet KPIs.
• Ensure referral documentation and communication comply with policies and legal standards.
• Monitor referral fee revenue to achieve targets.
• Analyze processes, implement improvements, reduce bottlenecks.
• Refer clients to external law firms.
• Provide coaching, training, and feedback.
• Monitor team performance metrics and implement improvement plans.
• Maintain strong relationships with referral attorneys.
• Liaise with attorneys for meetings to build partnerships.
• Maintain and update SOPs and training materials.

Language Requirements

• Fluent in English and Spanish

Experience and Skills

• Leadership experience (Team Lead or supervisor) in legal, call center, or client service.
• Strong organizational and analytical skills, and ability to audit and evaluate processes.
• Ability to manage metrics, generate reports, and interpret data.
• Strong written and verbal communication skills.
• Proficiency in computer systems.
• Diplomacy and patience.
• Ability to manage multiple priorities and deadlines.
• Detail-oriented and able to maintain accurate records.
• Ability to build and maintain professional relationships.

Work from Home Requirements

• Computer: Windows 10, Intel i5 (8th Gen+) or 2 GHz 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: Wired Ethernet preferred, 5 GHz Wi-Fi acceptable
• Internet Speed: 30 Mbps download, 15 Mbps upload
• Latency: Under 100 ms
• Other: Noise-canceling headset (3.5mm connection), 720p webcam, Virtual Assistant (VA) contractors attend additional training sessions (Zoom, camera on, Saturdays/Sundays possible, 30 days notice, $50/training day)

Additional Notes

• Regular firm huddles on Zoom (camera on).
• Failure to turn on camera results in no training credit.

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