Legal Document Specialist (Copy)
Status: Contract to Hire
Job Title: Intake Team Lead
Location: Cherry Hill, NJ
2 openings
8a to 4p - including weekends
4p to 12a - including weekends
Overview:
We are looking for an experienced and motivated Team Leader to join our Intake Division’s Call Center. The Team Leader will supervise a team of Intake Agents, ensuring they meet performance standards, handle calls effectively, and provide excellent service to potential clients. This role also involves managing day-to-day operations, handling escalated calls, and conducting quality assurance (QA) tasks to maintain compliance and service excellence. The ideal candidate will have a blend of leadership, communication, and quality management skills in a fast-paced environment.
Key Responsibilities:
Supervision & Leadership:
Manage and supervise a team of Intake Agents, providing guidance, support, and real-time feedback.
Monitor team performance against service goals and key performance indicators (KPIs), ensuring high levels of efficiency and accuracy.
Coach agents on handling difficult calls, addressing client concerns, and improving service quality.
Lead team meetings, training sessions, and performance reviews to ensure continuous development and alignment with firm standards.
Coordinate staffing schedules, ensuring appropriate intake center coverage during peak times.
Call Handling:
Handle inbound and outbound calls during high-volume periods, providing support to agents and maintaining service levels.
Assist with pre-qualifying potential clients for mass tort cases, gathering critical case information, and ensuring accurate documentation.
Act as the escalation point for complex or challenging client calls, ensuring issues are resolved effectively.
Quality Assurance (QA) & Compliance:
Conduct regular QA reviews of agent calls to ensure adherence to legal guidelines, firm protocols, and client service standards.
Provide agents with feedback on call quality, accuracy, and professionalism, offering corrective actions or training as needed.
Monitor and assess call recordings to identify trends, performance gaps, or opportunities for process improvements.
Ensure compliance with all legal and ethical standards in client communication and case documentation.
Operational Support:
Collaborate with supervisors and upper management to improve processes, implement new initiatives, and align the team’s work with firm goals.
Track and report team performance metrics, identifying areas for improvement and success.
Ensure that escalated issues are properly addressed and resolved in a timely manner.
Qualifications:
Prior experience in a call center environment, with at least 1 year in a leadership or supervisory role preferred.
Strong verbal communication and coaching skills, with the ability to mentor and guide a team.
Experience handling both inbound and outbound calls – experience within a legal or customer service setting preferred.
Strong organizational skills with attention to detail in documenting and reviewing client information.
Familiarity with legal terminology, mass tort and other legal processes, or case management systems is a plus.
Proficiency in Microsoft Office, Salesforce, and call center management software.
Ability to handle sensitive information with discretion and professionalism.
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DETAILS AT A GLANCE
JOB TITLE: Legal Document Specialist
JOB TYPE: Contract (W2)
START DATE: ASAP
END DATE: 7/27/26
WORK SCHEDULE/HOURS: Shifts - 8a to 4p (including weekends) and 4p to 12a (including weekends)
WORK LOCATION: Cherry Hill, NJ
COMPENSATION: $22/hour
BNA RECRUITER: Tomas S. Taubes
HOW TO APPLY: Click on the apply button and send your resume to BNA. Please make sure to reference the job title in the subject line.
This role is a TEMPORARY position through BNA. You would be employed and paid by our company and working directly with our client.