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:
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
