Demands Team Lead
Demands Team Lead
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1 Vacancy
Job Description
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
- 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.
Qualifications :
Team Leader Qualifications:
- At least 2 year 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 m.
- Other:
- Noise-canceling headset Preferably with a 3.5mm connection.
- 720p webcam for meetings huddles and trainings.
- Computer:
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
