Referral Team Lead
Referral Team Lead
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Salary Not Disclosed
1 Vacancy
Job Description
Responsible for overseeing a team of Referral Specialists to ensure optimal performance compliance and efficiency in the referral process. This leadership role requires a strong focus on managing key performance indicators (KPIs) auditing work for accuracy and compliance driving monthly and yearly referral fee revenue goals and continuously improving workflows and procedures.
- Supervise and manage a team of Referral Specialists to ensure they meet or exceed daily monthly and quarterly KPIs.
- Audit the teams referral documentation and communications to ensure compliance with internal policies legal standards and quality expectations.
- Monitor and track referral fee revenue to ensure monthly and yearly financial targets are achieved.
- Analyze processes regularly and implement improvements to enhance workflow efficiency reduce bottlenecks and increase productivity.
- Ensure timely and accurate referral of clients to external law firms that align with their case needs and our firms referral criteria.
- Provide coaching training and feedback to team members to support their professional development and performance growth.
- Monitor and analyze team performance metrics (KPIs) delivering timely feedback and implementing improvement plans as needed.
- Maintain and foster strong relationships with external referral attorneys to ensure timely case updates and proper fee arrangements.
- Act as a liaison for meetings with new or existing referral attorneys to help build strengthen and maintain professional partnerships.
- Maintain and update Standard Operating Procedures (SOPs) and training materials to reflect the most current policies and practices.
Qualifications :
- Must be able to speak English and Spanish fluently.
- Must have leadership experience in a Team Lead or supervisory role preferably in a legal call center or client service environment.
- Must have strong organizational and analytical skills with the ability to audit and evaluate processes for compliance and performance.
- Must be able to manage metrics generate reports and interpret data to drive decisions.
- Must demonstrate strong written and verbal communication skills.
- Must be proficient in using computer systems.
- Must demonstrate diplomacy and patience.
- Must have the ability to manage multiple priorities and deadlines.
- Must be detail-oriented and able to maintain accurate records.
- Must have the ability to build and maintain professional relationships.
Additional Information :
- 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 m.
- Other:
- Noise-canceling headset Preferably with a 3.5mm connection.
- 720p webcam for meetings huddles and trainings.
- Computer:
Virtual Assistant (VA) contractors are required to attend additional training sessions via Zoom with their cameras on. These sessions may occasionally occur on Saturdays Sundays or weekends with a 30-day notice provided in advance. VA Contractor will receive $50.00 in compensation for each training day. Failure to turn on the camera will result in no credit for attending the training session. Additionally VA contractors are required to attend regular scheduled firm huddles via Zoom with their cameras on.
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
