Crumley Roberts, LLP
  • 27-Aug-2020 to 30-Dec-2020 (EST)
  • Intake Leadership
  • Greensboro, NC, USA
  • Full Time

Summary: 

This position is responsible for the day-to-day supervision, quality assurance, customer service, staffing retention, training and coaching of Intake Department staff on multiple shifts in a fast paced, high volume environment.  

Essential Duties and Responsibilities include, but may not be limited to, the following:

Communicates in accordance with, and understanding of, applicable State Bar rules related to protected information, confidentiality, and the unauthorized practice of law.  Complies with corresponding company policies and procedures.

Exemplifies outstanding customer service skills and maintains client confidentiality.

Must be able to multi-task and to effectively communicate, multi-task, problem-solve and to overall handle tasks quickly and tactfully with all staff levels and public.  Must adapt to the wide range of diverse internal and external clientele.

Prepares, proposes, and recommends process improvement and oversees change implementation.

Oversees staff training initiatives on specific departmental processes and procedures.

Produces various weekly, monthly, quarterly and annual reports.  Occasionally develops reports to monitor department key performance indicators.

Performs quality audits of incoming/outgoing departmental calls/contacts. 

Evaluates/plans staffing needs, call routing, and retention using historical data through call reporting software and implements solutions as needed. 

Ensures that applicants are reviewed and evaluated based on departmental needs, and oversees the screening and interviewing of applicants for employment. 

Conducts staff hiring and termination evaluations and reports to senior management. 

Monitors and controls staff time schedules, time cards and leave requests.

Provides and directs regular meetings with staff, including training as needed.

Other projects as requested by senior management.

Supervisory Responsibilities: 

Responsible for the overall coordination and supervision of Intake employees on multiples shifts. 

Education and/or Experience:

High school degree or equivalent is required and a college degree is strongly preferred.  A minimum of three (3) years of management/supervisory experience is required.  Call/contact center experience preferred. Previous legal experience preferred. Experience supervising employees remotely and/or on multiple shifts is preferred.   

Qualifications: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Crumley Roberts is an equal opportunity employer.

Crumley Roberts, LLP
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