Team Leader

4 days ago

Cebu City, Central Visayas, Philippines XtendOps Full time

We are seeking a results-driven and people-focused 
Team Leader
 to manage a team supporting a 
Legal Intake / Law Firm account
 in a BPO environment. The Team Leader will oversee daily operations, ensure service quality, and coach the team to deliver accurate intakes and exceptional client support. A background in 
legal intake or law firm support
 is preferred, particularly in environments where agents assess case eligibility, gather client information, and guide prospects through the intake experience.

Experience in 
sales or consultative client conversations
 is a strong advantage, as the role may include handling conversion targets and guiding the team in persuasive intake strategies.

Key Responsibilities

  • Lead, coach, and motivate a team of legal intake specialists to meet performance metrics including accuracy, compliance, conversion/qualification rates, and customer satisfaction.
  • Oversee adherence to legal intake workflows, documentation standards, and client confidentiality guidelines.
  • Conduct regular performance discussions, coaching sessions, and development planning.
  • Monitor daily operations such as call flow, queue management, schedule adherence, and quality assurance.
  • Support agents in handling escalated or complex inquiries and case qualification scenarios.
  • Collaborate with client stakeholders to ensure alignment on processes, expectations, and account objectives.
  • Analyze performance trends and identify opportunities to enhance efficiency, conversion, and service outcomes.
  • Implement strategies to improve persuasive communication and client engagement where intake has sales or case conversion elements.
  • Ensure strict compliance with data privacy, ethical standards, and client-specific legal requirements.
  • Prepare and deliver operational performance reports for internal and client review.

Qualifications

  • Minimum 
    2–3 years
     experience as a 
    Team Leader or Supervisor
     in a BPO, contact center, or shared services environment.
  • Experience in Legal Intake, Law Firm Support, Legal BPO, or related operations is strongly preferred.
  • Experience in 
    sales, consultative support, or case conversion
     roles is 
    an advantage
    .
  • Strong ability to coach teams in handling sensitive client conversations and guiding prospects through structured intake or qualification workflows.
  • Excellent leadership, communication, and conflict-resolution skills.
  • Ability to manage performance in a high-paced environment while maintaining accuracy and professionalism.
  • Proficient in CRM, case management, or intake systems (e.g., Litify, Clio, Salesforce, HubSpot, Legal CRMs, etc.) is a plus.
  • Strong organizational, analytical, and time management abilities.

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