Job Description

Job Type: Temp-to-perm – 60 to 90 days as a contractor

Job Title: Intake Team Lead

Location: Cherry Hill, NJ – 100% onsite

Pay Rate: $22/hour

Shift: 4p to 12a

Workdays: Sat-Wed (off Thurs and Fri)

Benefits:

• Medical Benefits available after 30 days of contracting
• No Vacation time during the contract duration
• No Holiday time during the contract duration
• Once converted to fulltime employee medical benefits, 401K, Vacation time, Holiday time, and paid time will be available.

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Overview:

We are looking for an experienced and motivated Team Leader to join our Intake Division’s Call Center. The Team Leader will supervise a team of Intake Agents, ensuring they meet performance standards, handle calls effectively, and provide excellent service to potential clients. This role also involves managing day-to-day operations, handling escalated calls, and conducting quality assurance (QA) tasks to maintain compliance and service excellence. The ideal candidate will have a blend of leadership, communication, and quality management skills in a fast-paced environment.

Key Responsibilities:

Supervision & Leadership:

• Manage and supervise a team of Intake Agents, providing guidance, support, and real-time feedback.
• Monitor team performance against service goals and key performance indicators (KPIs), ensuring high levels of efficiency and accuracy.
• Coach agents on handling difficult calls, addressing client concerns, and improving service quality.
• Lead team meetings, training sessions, and performance reviews to ensure continuous development and alignment with firm standards.
• Coordinate staffing schedules, ensuring appropriate intake center coverage during peak times.

Call Handling:

• Handle inbound and outbound calls during high-volume periods, providing support to agents and maintaining service levels.
• Assist with pre-qualifying potential clients for mass tort cases, gathering critical case information, and ensuring accurate documentation.
• Act as the escalation point for complex or challenging client calls, ensuring issues are resolved effectively.

Quality Assurance (QA) & Compliance:

• Conduct regular QA reviews of agent calls to ensure adherence to legal guidelines, firm protocols, and client service standards.
• Provide agents with feedback on call quality, accuracy, and professionalism, offering corrective actions or training as needed.
• Monitor and assess call recordings to identify trends, performance gaps, or opportunities for process improvements.
• Ensure compliance with all legal and ethical standards in client communication and case documentation.

Operational Support:

• Collaborate with supervisors and upper management to improve processes, implement new initiatives, and align the team’s work with firm goals.
• Track and report team performance metrics, identifying areas for improvement and success.
• Ensure that escalated issues are properly addressed and resolved in a timely manner.

Qualifications:

• Prior experience in a call center environment, with at least 1 year in a leadership or supervisory role preferred.
• Strong verbal communication and coaching skills, with the ability to mentor and guide a team.
• Experience handling both inbound and outbound calls – experience within a legal or customer service setting preferred.
• Strong organizational skills with attention to detail in documenting and reviewing client information.
• Familiarity with legal terminology, mass tort and other legal processes, or case management systems is a plus.
• Proficiency in Microsoft Office, Salesforce, and call center management software.
• Ability to handle sensitive information with discretion and professionalism.

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