Intake Team Lead

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
• Follow up with staff to ensure changes are being implemented
• Resolve any project related issues of process/procedure with the client
• Escalate to Senior Team lead or in their absence the Staffing Manager any issue(s) that cannot be resolved