Performance Manager

3 days ago

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

ABC Legal Services is a leading provider of legal document filing and serving services, with a nationwide footprint and a team of over 400 employees and thousands of independent contractors. We are headquartered in Seattle and are committed to delivering exceptional service to our clients.

Job Overview

The Manager of Process Server Support is a key role within our organization, responsible for supervising and managing a team of Specialists and Leads on the Process Server Support Team. This role requires a customer service background and the ability to reduce help tickets, improve the quality of our service to our independent contractors, and maximize relationships with other teams and departments.

Key Responsibilities
  • Coach and train Support Team Leads to ensure they have the skills and knowledge needed to perform their roles effectively.
  • Resolve escalated issues handled by the Process Server Support Team, working closely with Specialists and Leads to find solutions.
  • Work with Specialists and Leads to reduce the time to close tickets and live chats, identifying and proposing 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 opportunities.
  • Analyze data related to performance, including monthly performance reviews, level-up recommendations, and performance improvement plans as necessary.
  • Coordinate with other Leads and managers within the Process Server-related Departments on department-wide projects.
  • Manage timecards and scheduling for the Process Server Support team, including time off requests, approving timecards, and fixing errors on timecards.
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.
Benefits
  • 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.
Compensation

The starting salary for this role is $68,000 to $92,000 per year, plus bonus opportunities.

Job Type: Full Time

Preferred Work Location: Seattle, WA

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