Intake Supervisor

Our business partner is a leading digital franchise focused on large vertical markets, with a current focus on the Health and Legal markets.

Be part of a full-service social security disability advocacy firm. We assist individuals in successfully obtaining their Social Security Disability benefits.

We are looking for a Supervisor to join our dynamic team! This role will focus on the daily supervision of specialists within an inbound and outbound contact center. The center provides high-quality telephonic support to potential new law firm/attorney customers through a legal intake process.

Responsibilities:

- Supervises employees who interact with potential customers via telephone or by other forms of communication; provides training as needed.

- Monitors and evaluates employees´ interactions and workflow to ensure that performance standards and the volume target are met.

- Responsible for the daily activity of contact center policies and procedures, including meeting contact center operational standards, maintaining employee service levels, improving quality of service, preparing reports, troubleshooting and escalating equipment issues, maintaining professional and technical knowledge, and accomplishing organizational goals.

- Contributes to the development of team processes and procedures.

- Collaborate with team members to determine best practices and provide the best experience for all intake contacts.

- Assists management with daily operations; Reports status to management, provides employee performance feedback, and is proactive in addressing issues or where process improvement may be necessary.

Qualifications:

- 2 years of experience in a supervisory role in a telephonic or personal customer contact position preferred.

- Knowledge and experience with call center metrics and reporting.

- Customer service orientation; energetic and outgoing personality.

- Excellent communication skills

- Ability to communicate professionally, effectively and with empathy in potentially difficult circumstances.

- Multitasking skills and detail-oriented focus required for a fast-paced environment.

- Basic PC knowledge, working knowledge of Windows operating systems, Internet, and mainstream web browsers; CRM Software experience a plus.

Benefits:

• $25,875 Monthly gross salary

• Food stamps $1,500 pesos

• Savings funds 4%

• Christmas bonus 15 days (increases with tenure)

• All other law benefits: vacations, IMSS, profit share.

· · Quarterly gross performance Bonus up to 1,500 dll metrics based on performance, behavior, and perfect attendance to be eligible. **Bonus will be paid every three months**

*This is a full-time on-site position. Schedule Monday to Friday 9:00 AM - 6:00 PM