Performance Manager
4 weeks ago
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 OverviewThe Manager of Process Server Support will play a critical role in supervising and managing a team of Specialists and Leads on the Process Server Support Team. This is an exciting opportunity for a customer service professional to leverage their skills and experience to drive process improvements, reduce help tickets, and enhance relationships with other teams and departments.
Key Responsibilities- Coach and train Support Team Leads to ensure they have the skills and knowledge needed to excel in their roles.
- Resolve escalated issues handled by the Process Server Support Team, working closely with Specialists and Leads to find solutions.
- Work collaboratively with Specialists and Leads to reduce the time to close tickets and live chats, improving the overall customer experience.
- Identify and propose solutions to issues with the Mobile App, Skye policies, and workflow procedures to reduce the number of incoming inquiries.
- 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 improvements 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 approving timecards and fixing errors.
- 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.
- 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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