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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong legal acumen and team management capabilities, with a focus on performance assessment, coaching, and mentoring. Proven ability to drive operational efficiency and manage cross-functional stakeholder relationships in a fast-paced environment.
Highest-signal resume keywords
Legal AcumenTeam ManagementPerformance AssessmentCoaching And MentoringOperational Efficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance Metrics ReportingProblem-SolvingMulti-TaskingShift-Based SchedulingOrganizational Change Management
Soft Skills
Verbal CommunicationWritten CommunicationAdaptabilityEmployee EngagementCustomer Experience Focus
Tools & Technologies
Microsoft OfficeGSuite
Industry Keywords
Customer ServiceTeam Performance ManagementEmployee DevelopmentStakeholder ManagementWorkflow Process Improvement
About the role
Key responsibilities & impact- Provide direction and management to a team of legal associates answering questions and resolving issues
- Serve as an escalation point and connect with customers by phone when complex issues arise
- Manage individual and team performance against service levels and deliverables
- Identify initiatives to meet or exceed objectives and key results
- Compile and report weekly, monthly and quarterly metrics, identifying insights and challenges with proposed solutions
- Present key performance metrics to leadership and business stakeholders
- Drive workflow process improvements and improved operational efficiency
- Hold 1:1 meetings with team members regarding performance, information sharing and work/non-work issues
- Provide verbal and written feedback and administer performance reviews
- Coach, mentor and advocate for employee professional development
- Design and implement incentive structures to improve performance and employee engagement
- Interview and onboard new team members across business workflows
- Build a team with growing expertise, high tenure and low attrition
- Ensure employees have appropriate training and resources for a high-quality work environment
- Manage cross-functional and external partner stakeholders
Requirements
What you’ll need- Bachelor degree, or equivalent practical experience
- Proficient legal acumen/domain expertise
- Excellent verbal and written communication skills
- Demonstrated proficiency using Microsoft Office and/or gSuite
- 2+ years experience managing teams
- Direct people management experience assessing performance, coaching and mentoring employees
- Problem-solving and multi-tasking skills
- Ability to adapt and adjust to changing business goals and processes
- Ability to work a shift-based schedule, which may include weekends and holidays (preferred)
- Demonstrated management experience in fast-paced customer service and/or start up support environment with a passion for customer experience and satisfaction (preferred)
- Demonstrated ability to manage and lead organizational change (preferred)
Benefits
Comp & perks- Competitive wages
- Comprehensive health care including medical, dental and vision coverage
- Gender-neutral baby bonding leave
- 24-26 week birth-parent maternity leave
- Generous life, accident and disability insurance minimums
- Free meals and snacks for employees who work onsite
- Fun onsite experiences for employees who work onsite