We are seeking a highly motivated and organized Team Lead to oversee a team of
Records Retrieval Specialists in our legal division. This role involves managing team
performance, ensuring productivity targets are met, and providing support and
coaching to enhance efficiency and effectiveness. The ideal candidate has experience in team leadership, excellent communication skills, and a strong background in call center or BPO field.
Key Responsibilities:
- Supervise, mentor, and coach a team of Records Retrieval Specialists to meet
- and exceed performance goals.
- Monitor daily call volume, team productivity, and adherence to KPIs.
- Develop and implement strategies to improve team efficiency and call success rates.members, communicate targets efficiently and be the main POC between management and entry frontline people stake holders feedback.
- Provide Management with highlights and lowlights regarding their team
- Facilitate clear and open communication between team members and
- Ensure alignment of team goals with organizational objectives
- Provide ongoing training and support to ensure team members are equipped with the necessary skills and knowledge.
- Handle escalations and provide resolution for complex cases.
- Maintain detailed records of team performance, call metrics, and progress toward goals.
- Conduct regular team meetings to communicate updates, expectations, and
- Collaborate with leadership to refine processes and enhance service quality.
- Ensure compliance with company policies and industry regulations.
- Act as facilitator and trainer for team members in need of upscaling.
Qualifications and Experience:
- 1-2+ years of experience in a team lead, supervisory, or management role within a call center, records retrieval, or similar environment.
- 4-5+ years of experience in a call center or BPO environment.
- Strong leadership and coaching skills with a proven ability to motivate a team.
- Excellent communication and problem-solving abilities.
- Experience with call monitoring, performance tracking, and reporting.
- Proficiency in CRM systems, call center software, or records management tools.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong organizational skills and keen attention to detail.
Preferred Qualifications:
- Experience in records retrieval, legal support services, or medical records
- management.
- Familiarity with HIPAA compliance and industry-specific regulations.
- Bilingual (English/Spanish) is a plus.
- Experience as a trainer, facilitator, or upscaler is a big plus.
Job Type: Full-time
Pay: From $25,000.00 per month
Experience:
- Team Lead: 1 year (Required)
Language:
- English (Required)
Work Location: In person