Performance Manager

2 weeks ago


Seattle, Washington, United States ABC Legal Services Full time
About ABC Legal Services:

We are a leading provider of legal services, with a nationwide footprint and a team of 400+ employees and thousands of independent contractors. Our mission is to deliver exceptional service to our clients, and we're looking for a talented individual to join our team as a Manager of Process Server Support.

This role is a unique opportunity to gain experience in a fast-paced and collaborative environment, working closely with our Process Server Support Team to ensure that our service to clients is superior to their expectations.

Key Responsibilities:

  • Coach and train Support Team Leads to reduce help tickets and improve the quality of our service.
  • Resolve escalated issues handled by the Process Server Support Team.
  • Work with Specialists and Leads to reduce the time to close tickets and live chats.
  • Identify and propose solutions to issues with the Mobile App, Skye policies, and workflow procedures.
  • Analyze data related to process server performance to identify potential outliers in need of further improvement.
  • Analyze data related to service tickets and chats to identify potential improvement and automation.
  • Manage timecards and scheduling for the Process Server Support team.

Qualifications:

  • 2 years of experience in a leadership role.
  • Attention to detail and experience training complex rules and requirements to new hires.
  • Ability to communicate effectively in both verbal and written form.
  • Writing experience in a professional or higher education environment preferred.
  • Experience and proficiency with Microsoft Office.

What We Offer:

  • Health, Dental, Vision insurance.
  • 401(k) with company matching.
  • Paid time off.
  • 11 paid company holidays each year.
  • Disability insurance.
  • Employee assistance program.
  • Referral program.

Starting Pay: $68,000 to $92,000 per year plus bonus.

Job Type: Full Time.

Preferred Work Location: Seattle, WA.



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