Description

Intake Conversion Experts, a division of Martindale-Avvo and Internet Brands, is in search of a Call Center Team Lead to join our growing Westbury, NY office! This position supports the Call Center Manager and provides daily supervision to a team of Intake Specialists as they administer the intake process to prospective law firm clients.

We are hiring for the following shift:

Monday - Friday 3:30 PM - 12:00 AM.

*You may be required to remain on call during weekends.
*You may be required to work on holidays.

What you’ll do as a Team Lead...

• Supervise a growing team of Intake Specialists as they interact with prospective clients via telephone, or by other forms of communication; ensure that performance standards and volume targets are met and provide training and coaching as needed.
• Assist the Call Center Manager in executing daily operations such as; running status reports and analyzing dashboards, monitoring and evaluating Intake Specialists’ performance, creating assignments for Specialists, and troubleshooting and escalating equipment issues.
• Uphold call center policies and procedures including meeting the center’s operational standards, maintaining employee service levels, improving quality service, and accomplishing organizational goals.
• Collaborate with team members to determine best practices, make recommendations, and implement new processes and procedures to provide the best in class service to all intake contacts.

•  1+ years experience in a supervisory role.
• 2+ years in a direct customer service position.
• Excellent verbal and written communication skills,
• Ability to multitask and remain detail oriented in a fast paced environment
• Computer literacy, including but not limited to working knowledge of Windows operating systems, G-Suite and Microsoft Office products.

•  1+ years experience working in a call center environment
• 1+ years of experience in a supervisory role working in call center environment