Legal Intake Team Lead

Keller Postman represents a broad array of clients in class and mass actions, individual arbitrations, and multidistrict litigation matters at the trial and appellate levels in federal and state courts. Serving hundreds of thousands of clients in litigation and arbitration, we have prosecuted high-profile mass tort, antitrust, privacy, product liability, employment, and consumer-rights cases. Our firm also acts as plaintiffs’ counsel in high-stakes public-enforcement actions. Our mission is to achieve exceptional results for our clients, drive innovation in the practice of law, and pursue unparalleled excellence in everything we do. 

Purpose: Keller Postman seeks a Legal Intake Team Lead responsible for managing a team of Legal Intake Specialists. The Team Lead will frequently assess the skills and abilities of each team member to ensure they are equipped to provide the highest level of service to prospective clients. The Team Lead will play a key role in the training and development of each Intake Specialist by providing on the spot feedback and coaching.

The Team Lead will work in person five days per week in our Lake Mary office. The compensation for this position is a base salary of $62,000 to $75,000 per year depending on experience, plus a discretionary bonus and benefits.

Essential Functions:

• Directly manage several direct reports providing the necessary training, coaching, and instruction for their day-to-day tasks.
• Manage daily workload and special project assignments for assigned Intake Specialists, including consistently monitoring inbound and outbound calls, emails, and text messages to assess team members’ demeanor, technical accuracy, and overall performance.
• Assist with the preparation of employee training materials, including partnering with the Learning and Development team to identify knowledge gaps and tools to improve performance.
• Prepare performance metrics and general data to share with management when requested.
• Partner with other Team Leads and the Quality Assurance team to develop scorecards and other methods of assessing employee performance.
• Learn and retain all relevant case information in order to train Intake Specialists and effectively assist prospective clients.
• Collaborate with department management and other business leaders to proactively identify areas of improvement around employee experience.
• Provide performance feedback to team members in order to develop their skills and enhance productivity.
• Assist assigned team members with challenging client calls while maintaining an extraordinary level of professionalism and courtesy.
• Occasionally assist with calls across all firm matters during peak periods.
• Other duties as assigned.

Required Skills and Abilities:

• Ability to manage and motivate people.
• Ability to maintain a high level of accountability and multi-task in a fast-paced, high-volume environment, independently and as part of a team.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to exhibit confidence, knowledge, empathy, and professionalism when engaging clients.
• Analytical, problem-solving, and decision-making skills.
• Intermediate or higher Microsoft Office skills.

Education/Experience:

• 1-3 years call center experience preferred.
• 1-3 years supervisory experience.
• Education equivalent to high school diploma or GED.

Keller Postman is an Equal Opportunity Employer.  For California Applicants, please find our CRPA information here.