Job Description

Attorneys on Demand is the nation’s largest legal support services. We have achieved success by empowering people with real programs that provide avenues for advancement and a great atmosphere that makes everyone look forward to the workday. As the Shift Supervisor, you will oversee a team and daily operation in the Customer Service operations, managing “real-time” work volumes, case deadlines and providing guidance and assistance to clients and staff.

Responsibilities:

• Manage, motivate, and train staff:

• Meet weekly with direct reports for performance metrics review and professional development

• Facilitate regularly scheduled staff meetings

• Perform annual staff reviews; establish individual goals for development

• Motivate employees to reach department goals and objectives

• Train and assist staff to handle work volume and issues, in accordance with company policies and procedures

• Manage the integrity of the customer service process:

• Assist with daily scheduling for call volumes and adherence to client/company overall service level agreements (SLA)

• Establish and monitor goals for acceptable performance in accordance with company standards

• Assist with quality programs and development/execution of policies and procedures, campaigns and incentive programs

• Ensure all tasks, emails, correspondence, research functions are handled in conjunction with SLA and compliance standards

• Identify trends and escalate issues to manager timely, for minimizing corporate risk, enhancing the customer experience, and adherence to root cause policies and procedures

• Participate in handling incoming and outbound call needs, to meet department/client goals

• Oversee and respond to real time customer issues/incidents that impact company initiative

• Responsible for minimum of one monthly enhancement to department/company for efficiency, cost benefit or service improvement

• Facilitate outbound call programs; provide weekly/monthly reporting

• Participate in supervisor rotation for manning the assistance line to coach staff real time, maximizing consistency of knowledge and improving processes and impact on customers

• Act as direct back-up to Director of Operations and HR Specialist/Recruiter

• Act as a liaison in the development of strong working relationships for the consistent improvement of functions; hold regularly scheduled meetings with other managers throughout the company

• Other duties as assigned

Qualifications:

• Four year college degree or equivalent, or minimum three years progressive customer service experience in a call center environment

• One year supervisory experience, including coaching, evaluation, and discipline

• Strong leadership skills, demonstrated by role modeling in actions and words

• Excellent interpersonal, coaching and counseling skills

• Excellent problem resolution and customer service skills

• Excellent verbal and written communication skills

• Excellent organizational and time management skills

• Ability to work in a fast pace environment

• Professional demeanor and appearance