Client Services Supervisor

This is a remote position.

• Supervise the daily performance of Project Attorneys to ensure a high level of productivity, quality, and customer satisfaction.  Provide a positive climate for optimum employee performance.
  
• Monitor daily employee performance in relations to accepted call quality standards; instruct and communicate standards to staff.  Take action accordingly to ensure adherence and improvement.
  
• Listen to and grade select phone calls utilizing a standard Quality Assurance Scorecard; provide feedback to the Project Attorneys and assist the Project Manager in gathering scores and call details for the client.
  
• Maintain proficient understanding of company policies and procedures, department goals, and business plan.  Analyze team needs based upon predetermined business plan; identify areas of opportunity and recommend specific improvement methods for efficiency and service.  Provide continued evaluation of processes and procedures.
  
• Workforce Management: Ensure team is adhering to their schedule, time entries are accurate, and workforce is utilized appropriately.
  
• Act as a liaison between the Project Attorneys, Project Managers, and Client Services management.  Ensure communication is established between all parties.  Develop and maintain good working relationships with other departments to meet customer and employee needs.
  
• Update scripting/procedure changes in our knowledge base as needed.
  
• Support Project Manager as needed with project tasks either directly or through delegation, including UAT, data analysis, diagnosing system issues, customer relationship support, and other requests as needed.
  
• Support customers and claimants directly through phone interactions.
  

• Bachelor’s degree in Communications, Business Management, or Human Resources. 
  
• Legal field experience preferred but not required (could be substituted by relevant job experience).
  
• Strong communication skills and experience in customer and client service.
  
• Must have strong experience in the areas of staff development and direction, training, quality assurance, active/effective listening and document preparation.