Sales Team Leader

The Virtual Intake Team Lead position oversees a team of Virtual Intake Specialists that provide Red-Carpet treatment to all our clients. This individual demonstrates a proven track record of success in meeting deadlines and managing time and has the ability to lead and advise a team of Virtual Intake Specialists, providing training, guidance, and performance management.  Additionally, the candidate should have strong analytical and problem-solving skills and be fluent in both English and Spanish. 

Schedule: Tuesday to Friday from 1pm to 10pm EST & Saturdays 8am-5pm EST (40 hours a week)

Payrate: $7/hr + Performance bonus

In the event the process is successful, we offer an independent contractor type of contract.

Essential Job Functions & Responsibilities

Supervise and mentor a team of Virtual Intake Specialists by providing guidance, support, and performance management and payroll responsibilities to ensure high levels of productivity and morale.

Oversee and support team member’s training and development.

Establish and track key performance indicators (KPI’s) for the Virtual Intake team and report back to the team on strengths and areas of opportunity.

Monitor and review calls facilitated by Virtual Intake Specialist calls and provide feedback and areas of improvement. May also be responsible for facilitating client calls, as needed

Facilitate bi-weekly team meetings and 1:1’s to review questions and any process updates

Ensure team members follow standard processes to create consistent, elevated experience to all clients

Support team members in learning, memorizing, and researching the case types we offer at the firm based on Attorney’s guidelines

Oversee the potential client’s situation being supported by Virtual Intake Specialist and ensure team members are initiating each client for a potential case type based on the Attorney’s direction, training, FAQ documents, and other communications

Responsible for ensuring team members are utilizing the Attorney’s approved ethical sales scripts to convert potential leads into clients

Serve as the primary point of escalation for complex requests or dissatisfied clients

Responsible for ensuring all internal communication and updates are shared with appropriate direct reports and team members

Identify and implement opportunities to enhance the client experience and provide feedback to improve processes and services

Oversee and support with case management and IT issues being presented by team members

Coordinates and collaborates with other Team Leads and departments to ensure appropriate support is being provided to the client

Performs all other duties assigned

Essential Skills, Knowledge & Abilities

Possess excellent bilingual (English and Spanish) interpersonal and communication skills, both written and verbal 

Proven ability to meet deadlines and time manage themselves and others

Strong analytical and problem-solving skills

Ability to prioritize tasks and delegate them when appropriate

Highly proficient with Microsoft Office Suite or related software

Minimum Qualifications

Bilingual (Spanish English) B2-C1

Highly proficient with Microsoft Office Suite or related software

High School Diploma or Equivalent Experience

Prior leadership experience preferred

Negotiation skills

Strong sales acumen

Skills in analyzing metrics to provide feedback and look for points of improvement