ABC Legal Services is hiring a
Performance Manager

Summary

Join our team today! We are seeking a Manager of Process Server Support to supervise and manage Specialists and Leads on the Process Server Support Team. This role utilizes a customer service background to reduce help tickets, improve the quality of our service to our independent contractors, and maximizes relationships with other teams and departments to ensure that ABC's service to our clients are superior to their expectations.

Requirements

• 1 year in a leadership role
• Attention to detail and experience training complex rules and requirements to new hires are a large part of the position
• Ability to communicate effectively in both verbal and written form
• Writing experience in a professional or higher education environment preferred
• Experience and proficiency with Microsoft Office

Responsibilities

• Coaches and trains Support Team Leads
• Resolves escalated issues handled by the Process Server Support Team
• Actively works with Specialists and Leads to reduce the time to close tickets and live chats
• Identifies and proposes solutions to issues with the Mobile App, Skye policies, and workflow procedures to reduce the number of incoming inquiries
• Analyzes data related to process server performance to identify potential outliers in need of further improvement
• Analyzes data related to service tickets and chats to identify potential improvement and automation
• Analyzes data related to performance, including monthly performance reviews, level-up recommendations, and performance improvement plans as necessary
• Coordinates with other Leads and managers within the Process Server-related Departments on department-wide projects
• Manages timecards and scheduling for Process Server Support team, including but not limited to time off requests, approving timecards, and fixing errors on timecards

Benefits

• Health, Dental, Vision insurance
• 401(k) with company matching
• Paid time off
• 11 paid company holidays each year
• Disability insurance
• Employee assistance program
• Referral program