Description:Client Development Supervisor
Chisholm Chisholm & Kilpatrick LTD, a law firm with office in Houston and Providence, is seeking a Supervisor for its Client Development department. The Client Development Supervisor is responsible for the daily management of a high-volume call center, and leadership of Intake Specialists and Receptionists. This position requires an experienced individual with strong people management and process management skills. The Client Development Supervisor is specifically responsible for ensuring timely communication to all potential new clients (PNCs). This includes responding within hours to each inquiry, ensuring that a decision is made regarding representation within the required time period, ensuring that representation is offered or declined within the required time period, and that all supporting documentation is noted in the firm’s client relations management (CRM) software and case management software. Additionally, the Client Development Supervisor is responsible for promoting a positive and engaging work environment for all Intake Specialists and Receptionists.
Duties Include:
The essential functions include, but are not limited to the following:

• Works closely with Client Development Department Manager and fellow Client Development Supervisors to continuously evaluate processes and optimize efficiency of CCK’s client acquisition process
• Keep Client Development Manager and Client Development leadership team apprised of any performance issues, personal issues of team that need to be addressed, and scheduling issues (current and future).
• Manage intake and reception team performance and workload in order to reach targeted goals
• Monitor calls to observe professionalism, technical accuracy, and adherence to firm policies and procedures of Intake Specialists and Receptionists, and provide feedback for improvement
• Monitor individual, team, and call center statistics to ensure all intake leads move through the intake process to conclusion
• Interview, hire, train, coach, and develop intake and reception team. Identify positive and negative performance trends to ensure attainment of team objectives.
• Analyze phone call statistics and adjust and update schedules and/or procedures as the business requires
• Address call escalations and complaints to ensure optimum intake experience for clients
• Develop corrective action plans for staff experiencing performance, behavior and productivity issues
• Prepare and conduct performance evaluations and deliver ongoing employee feedback at regular intervals
• Serve as a resource for team members by assigning tasks, identifying training gaps, and providing re-training to ensure technical competency of the Intake process
• Create and maintain a positive work environment conducting weekly staff meetings which encourage team participation
• Serve as point of contact for vendors that support the Intake Department
• Anticipate the needs of the Intake and reception departments by continuously evaluating processes for improvement
• Perform other work-related duties as assigned

Requirements:

• BA/BS degree from a 4-year college or university preferred
• 2-5 years of experience supervising a fast-paced, high-volume call center or similar environment, managing metrics, statistics, and reporting
• Ability to gather, analyze and report on call center metrics
• Ability to manage difficult or emotional customer and/or employee situations
• Ability to speak clearly and persuasively in positive or negative situations
• Ability to build positive team spirit
• Fluency in spoken and written English
• Ability to organize own work and the workflow of the department
• Reading comprehensive sufficient to efficiently read and understand case-related legal documents
• Demonstrated supervisory, communication and writing skills
• Ability to give presentations and deliver training
• Ability to consistently report to work on time
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Demonstrated knowledge of MS Excel and MS Word
• Ability to travel overnight (up to 10%) by land and/or air

Additional details:

• This is a full time, salaried position. Days and hours are Monday - Friday 11:00am EST - 8:30pm EST. Hours may vary depending on business need for supervisor coverage. However, work outside of regular hours may be necessary and is expected.
• Candidates who are local to Providence, RI or Houston, TX able to spend first 3 months in office, preferred.

Compensation & Benefits:

• Starting annual salary is $50,000- $55,000
• Comprehensive benefit plans including, health, disability, and life insurance; 401(k) retirement plan; paid time off; a wellness reward program; and much more.

To Apply, Please Submit the Following:

• Resume
• Cover Letter

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Education:

• Bachelor's (Preferred)

Experience:

• Call center: 1 year (Preferred)

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Schedule:

• Evening shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay

Work Location: In person

Please Note :
ajayjain.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, ajayjain.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.