Firm Description
The Ward Legislation Group, voted greatest locations to work for the previous two years is the place your work actually issues! The place serving the neighborhood and genuinely driving outcomes have made us a frontrunner in private damage. We provide an innovated and quick paced ever evolving atmosphere that permits you to earn as you develop. We empower our workers to make the most effective resolution to influence our purchasers by way of collaborative crew efforts. We’re a nontraditional, extremely accountable, but vibrant group of pros. Get able to expertise a cushty environment as our onboarding course of permits for a gentle place to land.”
Our core values are service to our purchasers, service to our teammates, and repair to the neighborhood. Together with religion, accountability, management, and loyalty.
Job Description
Job Description
The Ward Legislation Group is at present hiring a Name Middle Supervisor to guide and assist the Shopper Assist Division. This place requires a powerful background in crew management, customer support, and efficiency administration.
The Name Middle Supervisor is liable for main and mentoring the Shopper Assist crew, offering ongoing steerage and fostering a collaborative, modern work atmosphere. This position includes setting clear objectives, monitoring crew efficiency, and delivering constant suggestions to make sure each particular person and departmental success.
Tasks
- Lead and mentor a crew of Shopper Assist Representatives and High quality Analysts in a collaborative, performance-driven atmosphere.
- Oversee all inbound name dealing with by way of a multi-line telephone system, guaranteeing immediate, correct, {and professional} responses.
- Analyze name quantity information each day to keep up applicable staffing ranges.
- Proactively alter schedules and assist recruitment efforts to scale back overflow calls (objective: fewer than 10 per day).
- Guarantee QA crew conducts constant opinions and delivers teaching throughout weekly classes.
- Monitor crew KPIs, ship suggestions, and implement efficiency enchancment plans.
- Put together and current month-to-month, quarterly, and annual efficiency reviews.
- Keep and revise Normal Working Procedures (SOPs) and coaching supplies.
- Collaborate with HR on hiring, onboarding, and offboarding.
- Submit Month-to-month VA Hours to HR and conduct formal worker evaluations.
- Attend extra in-person company trainings when scheduled (with 30-day advance discover), together with some weekends.
{Qualifications}
- Should be fluent in English and Spanish.
- Will need to have a Laptop (Desktop or Laptop computer) Core I5 or above, a minimal of 12 GB of Ram; and Home windows 10 put in.
- Web velocity should be 35Mbps Obtain and 15Mbps Add.
- USB noise cancelling headsets.
- Webcam for each day conferences and huddles.
- Should persistently be on time and dependable.
- Should work nicely in a crew atmosphere.
- Will need to have wonderful written and verbal communication expertise, together with the power to efficiently talk with different workers.
- Will need to have proficiency in utilizing computer systems and related software program.
- Should be capable to prioritize duties successfully.
- Should possess robust multitasking and time-management expertise.
- Will need to have robust telephone contact dealing with expertise and energetic listening skills.
- Will need to have a ardour for delivering distinctive customer support.
- Will need to have the power to deal with buyer complaints and supply applicable options.
- Should be capable to adapt to a fast-paced and altering work atmosphere.
- Will need to have a eager eye for element to make sure accuracy and thoroughness in all duties.
Further Info
- Candidate will need to have the next work from home settings minimal to work:
- Laptop:
- Home windows: Home windows 10, Intel i5 (eighth Gen+) or 2ghz and eight cores, 16 GB RAM, 256 GB SSD
- Mac: macOS 11 (Huge Sur+), Apple M1 or Intel i5, 8 GB RAM, 256 GB SSD
- Show: Full HD (1920×1080)
- Community:
- Connection: Wired Ethernet most well-liked; 5 GHz Wi-Fi acceptable
- Web Velocity: 30 Mbps obtain, 15 Mbps add
- Latency: Below 100 m.
- Different:
- Noise-canceling headset Ideally with a 3.5mm connection.
- 720p webcam for conferences, huddles and trainings.
- Laptop: