Key Responsibilities:
Team Leadership: Lead and supervise a small group of 1- 5 receptionists to ensure high-quality front-line support for our California legal teams.
Performance Tracking: Monitor and evaluate reception metrics and quality performance to ensure the team meets all the firms customer service benchmarks.
Coaching & Feedback: Evaluate team progress through consistent feedback loops and identify specific areas for coaching and professional development.
Operational Excellence: Manage daily receptionist workflows, ensuring smooth technical performance and adherence to company culture.
Cross-Functional Collaboration: Coordinate with the operations and management teams to align receptionist processes with real-time needs in the firm.
Administrative Oversight: Manage team schedules, attendance logs, and internal communications to ensure 100% coverage during business hours.
Qualifications
Educational Background: Bachelor's degree in psychology, Human Resources, Business Administration, or related field is preferred.
Core Skills: Proactive, responsible, and highly analytical thinker with a "problem-solver" mindset and the ability to thrive in fast-paced environments.
Experience: 3-5 years of experience in Customer Service, with a minimum of 2-3 years specifically as a Team Lead in a Call Center or BPO environment.
Language Skills: Full bilingual proficiency in English and Spanish is required, as all operations are conducted in English.
Technical Proficiency: Trackable knowledge in managing metrics, quality assurance (QA) scores, and phone performance tracking.
Tool Kit: Proficiency in MS Office Suite and experience with CRM or call-tracking software is a plus.
Benefits:
100% remote position.
Law benefits
Opportunity for professional growth and career development.
Collaborative and supportive work environment.
US holiday calendar, vacation days and sick days
Mon to Fri Schedule, 8hrs a day, weekends off
Excellent work environment
Growth opportunities
Nivel de educación deseada:
Superior - titulado
Nivel de experiencia deseada:
Nivel Experto
Función departamental:
Atención al cliente
Industria:
Asuntos Internacionales
Habilidades:
-
Customer Service
-
Mentoring
-
Quality Assurance
Esta vacante viene de la bolsa de empleo Talenteca.com:
https://www.talenteca.com/anuncio?j_id=6a1f534b3f00002e00a4e376&source=indeed 