Support Team Leader
Core
Lead and support a Contact Centre team (New Client Services and Outbound Digital Call Centre) within a legal firm, ensuring operational coverage, performance standards, and team development.
Role type
Support Team Leader / 2IC
Builds
Client service operations and call centre performance
Domain
Legal services / Contact Centre
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team management, mentoring and staff development, coaching, quality assurance, performance monitoring, stakeholder relationship management, time management, attention to detail
Preferred skills
Legal support experience, empathy, customer service excellence
Responsibilities
Provide consistent support coverage for the Contact Centre across all operating hours, Support team escalations, coaching and quality checks, Assist with training sessions, side by side and with onboarding of new team members, Champion team engagement and planned activities to lift engagement scoring, Ensure performance outcomes and client service standards against KPIs, Maintain professional standards throughout client and internal interactions by daily monitoring of calls, In absence of Contact Centre Manager maintain relationships with internal/external stakeholders