Performance Manager
2 weeks ago
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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