Team Leader, Class Actions Contact Center
WHO WE ARE
Verita has set a higher standard of administrative-support services with its integrated suite of corporate restructuring, class action and legal document support solutions, and has earned recognition as a top claims administrator by the National Law Journal, the New York Law Journal and The Recorder as well as named a Best Place to Work by the Los Angeles Business Journal. At KCC, our people make the difference. We have nurtured a close-knit community of unique individuals working together to help achieve the company's mission, to provide solutions that improve information access, expedite decision-making and maximize efficiencies for our clients.
PRIMARY ACCOUNTABILITIES
The Team Leader will be responsible for creating an environment that inspires and motivates front line customer support representative to work together with the goal of creating a culture that enables team members to achieve beyond expectations.
The Team Leader must have a passion for delivering exceptional customer service and a strong commitment in leading a team of individuals with different skill levels and enable them to achieve performance and meet quality standards.
WHAT WE NEED FROM YOU
Lead, mentor, and coach team members.
Supervise an assigned team of contact centre agents to achieve identified targets.
Ensure that all customer expectations are exceeded.
Create a productive and approachable team environment.
Provide recruiting support.
Conduct Performance Reviews.
Manage the daily operations of a contact center team.
Handle escalated customer calls.
Conduct recurring meetings with leadership on continuous improvement so that tools are available to provide the appropriate reports, statistics, and monitor logistics that will aid in serving the claimants and achieve both Contact Centre key performane indicators.
Be an early warning system by focusing attention on customer complaints, and reporting data.
Ensure accurate reporting of contact center staff’s billable hours via Netsuite, specifically ensuring accurate data entry of escalation, e-mail, & phone support.
Secondary Job Duties – as needed
Assist in Data Entry/Claim Verification
Assist call center with calls and emails
Assist with claimant escalations, either via phone calls, emails, or other written correspondence
WHAT WE OFFER
Competitive base salary compensation
Discretionary bonus plan
Medical, dental, and vision coverage (self and family)
Critical illness, accident, and hospital indemnity coverage
Employer matched 401(k) retirement plan
Company paid holidays
Generous PTO program
Opportunities for advancement and career development
Excellent writing and communication
Great multitasking and organizational skills
Good knowledge of standard Microsoft software; Word, Outlook, & Excel and general computing skills
Preferred Qualifications
Associate’s degree (A. A.) or equivalent from a two-year college or technical school; or two to three years of supervisory experience; or equivalent combination of education and experience
Ability to comprehend court approved, complex documents, technical procedures, and government regulations
Working knowledge of class actions, settlement agreements and claims processing
Ability to write reports, business correspondence, and procedural manuals
Ability to effectively present information and respond to queries from managers, team members, clients, customers, or the public
Strong process orientation
Ability to work independently yet be a team player
Ability to interact with professionalism and maturity
Advanced Microsoft Excel
Apply Now
Apply Now
Verita has set a higher standard of administrative-support services with its integrated suite of corporate restructuring, class action and legal document support solutions, and has earned recognition as a top claims administrator by the National Law Journal, the New York Law Journal and The Recorder as well as named a Best Place to Work by the Los Angeles Business Journal. At KCC, our people make the difference. We have nurtured a close-knit community of unique individuals working together to help achieve the company's mission, to provide solutions that improve information access, expedite decision-making and maximize efficiencies for our clients.
PRIMARY ACCOUNTABILITIES
The Team Leader will be responsible for creating an environment that inspires and motivates front line customer support representative to work together with the goal of creating a culture that enables team members to achieve beyond expectations.
The Team Leader must have a passion for delivering exceptional customer service and a strong commitment in leading a team of individuals with different skill levels and enable them to achieve performance and meet quality standards.
WHAT WE NEED FROM YOU
Lead, mentor, and coach team members.
Supervise an assigned team of contact centre agents to achieve identified targets.
Ensure that all customer expectations are exceeded.
Create a productive and approachable team environment.
Provide recruiting support.
Conduct Performance Reviews.
Manage the daily operations of a contact center team.
Handle escalated customer calls.
Conduct recurring meetings with leadership on continuous improvement so that tools are available to provide the appropriate reports, statistics, and monitor logistics that will aid in serving the claimants and achieve both Contact Centre key performane indicators.
Be an early warning system by focusing attention on customer complaints, and reporting data.
Ensure accurate reporting of contact center staff’s billable hours via Netsuite, specifically ensuring accurate data entry of escalation, e-mail, & phone support.
Secondary Job Duties – as needed
Assist in Data Entry/Claim Verification
Assist call center with calls and emails
Assist with claimant escalations, either via phone calls, emails, or other written correspondence
WHAT WE OFFER
Competitive base salary compensation
Discretionary bonus plan
Medical, dental, and vision coverage (self and family)
Critical illness, accident, and hospital indemnity coverage
Employer matched 401(k) retirement plan
Company paid holidays
Generous PTO program
Opportunities for advancement and career development
Excellent writing and communication
Great multitasking and organizational skills
Good knowledge of standard Microsoft software; Word, Outlook, & Excel and general computing skills
Preferred Qualifications
Associate’s degree (A. A.) or equivalent from a two-year college or technical school; or two to three years of supervisory experience; or equivalent combination of education and experience
Ability to comprehend court approved, complex documents, technical procedures, and government regulations
Working knowledge of class actions, settlement agreements and claims processing
Ability to write reports, business correspondence, and procedural manuals
Ability to effectively present information and respond to queries from managers, team members, clients, customers, or the public
Strong process orientation
Ability to work independently yet be a team player
Ability to interact with professionalism and maturity
Advanced Microsoft Excel
Apply Now
Apply Now