Team Leader

2 weeks ago

Cebu City, Central Visayas, Philippines XtendOps Full time
Job Overview

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.
Core Competencies
  • People Leadership & Performance Coaching
  • Quality & Compliance Oversight
  • Client Engagement & Relationship Building
  • Consultative Communication & Persuasion
  • Problem Solving & Decision Making

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