Intake Team Lead

1 Month ago • All levels

Job Summary

Job Description

As an Intake Team Lead at Neostella, you will oversee a client team, ensuring they meet performance expectations and follow client-specific processes. Your day involves checking in with staff, monitoring their progress, and providing feedback on their performance. You'll also monitor the use of Filevine, communicate process changes, and be available for special projects. You will serve as a role model, resolve team issues, track attendance and performance, conduct one-on-one meetings, and communicate with the client as needed. You will also provide direction on client procedures, resolve project-related issues, and escalate unresolved issues to the Senior Team Lead or Staffing Manager.

Must have:

Check in regularly with staff to ensure questions are answered.
Monitor staff progress on daily assignments, ensuring they are on task.
Perform quality reviews and provide feedback.
Monitor Filevine usage to ensure proper processes are followed.
Communicate process changes and follow up with staff.
Serve as a role model and mentor for staff.

2 skills required

2 skills required for this role

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salesforce

customer-centric

Job Details

At Neostella, we take a customer-centric approach and use cutting-edge technologies to deliver solutions to meet the unique needs of our clients’ business. Our offerings include Neodeluxe Legal Solutions, Work-Relay process and workflow solutions for Salesforce, Robotic Process Automation, and Application Integration. In order to continue our growth, we are seeking someone for an Intake Team Lead. As a Team Lead reporting to a Manager, Staffing Services you are responsible for leading oversight for a client team. This entails ensuring that the team meets or exceeds the clients required performance expectations, follow all client specific process/procedures and meet or exceed all Neostella’s expectations. Curious what your day would look like as an Intake Team Lead? Check out the details below!

Key Responsibilities:

Check in regularly with staff to ensure any questions they have are answered
Monitor staff progress on their daily assignments ensuring that they are on task
Perform quality review as per client expectations on team performance. Provide feedback to staff as needed both positive and what can be improved
Monitor Filevine use by staff ensuring that proper process are being followed and that required fields and such are being completed as instructed
Promptly communicate to staff when changes to daily process are needed and then follow up with them to ensure they understand and are following changed procedures
Be available to management as needed for any special projects or need that might arise during the day
Provide feedback to training on any needs you see that staff may require
Serve as a role model and mentor for your staff
Serve as team’s first point of contact to resolve any issue/question
Escalate to Staffing Services Manager any issue that cannot be resolved
Resolve any interpersonal team issues
Track staff attendance in accordance with client expectations
Track staff performance in accordance with Client expectations
Conduct 1:1 meetings with team members to review expectations and performance and receive feedback from staff. Involve Manager as needed
Communicate as needed with the client following the clients schedule/requirements
Provide team with direction on client process/procedures as changes occur