Referral Team Lead

Company DescriptionThe Ward Law Group, voted best places to work for the past two years is where your work really matters! Where serving the community and genuinely driving results have made us a leader in personal injury. We offer an innovated and fast paced ever evolving environment that allows you to earn as you grow. We empower our employees to make the best decision to impact our clients through collaborative team efforts. We are a nontraditional, highly accountable, yet vibrant group of professionals.

Get ready to experience a comfortable atmosphere as our onboarding process allows for a soft place to land. ”Our core values are service to our clients, service to our teammates, and service to the community. Along with faith, accountability, leadership, and loyalty. Job DescriptionResponsible for overseeing a team of Referral Specialists to ensure optimal performance, compliance, and efficiency in the referral process. This leadership role requires a strong focus on managing key performance indicators (KPIs), auditing work for accuracy and compliance, driving monthly and yearly referral fee revenue goals, and continuously improving workflows and procedures.

Supervise and manage a team of Referral Specialists to ensure they meet or exceed daily, monthly, and quarterly KPIs. Audit the team’s referral documentation and communications to ensure compliance with internal policies, legal standards, and quality expectations. Monitor and track referral fee revenue to ensure monthly and yearly financial targets are achieved. Analyze processes regularly and implement improvements to enhance workflow efficiency, reduce bottlenecks, and increase productivity. Ensure timely and accurate referral of clients to external law firms that align with their case needs and our firm's referral criteria.

Provide coaching, training, and feedback to team members to support their professional development and performance growth. Monitor and analyze team performance metrics (KPIs), delivering timely feedback and implementing improvement plans as needed. Maintain and foster strong relationships with external referral attorneys to ensure timely case updates and proper fee arrangements. Act as a liaison for meetings with new or existing referral attorneys to help build, strengthen, and maintain professional partnerships. Maintain and update Standard Operating Procedures (SOPs) and training materials to reflect the most current policies and practices. QualificationsMust be able to speak English and Spanish fluently.

Must have leadership experience in a Team Lead or supervisory role, preferably in a legal, call center, or client service environment. Must have strong organizational and analytical skills, with the ability to audit and evaluate processes for compliance and performance. Must be able to manage metrics, generate reports, and interpret data to drive decisions. Must demonstrate strong written and verbal communication skills. Must be proficient in using computer systems. Must demonstrate diplomacy and patience. Must have the ability to manage multiple priorities and deadlines. Must be detail-oriented and able to maintain accurate records.

Must have the ability to build and maintain professional relationships. Additional InformationCandidate must have the following work at home settings minimum to work: Computer: Windows: Windows 10, Intel i5 (8th Gen+) or 2ghz and 8 cores, 16 GB RAM, 256 GB SSDMac: macOS 11 (Big Sur+), Apple M1 or Intel i5, 8 GB RAM, 256 GB SSDDisplay: Full HD (1920x1080)Network: Connection: Wired Ethernet preferred; 5 GHz Wi-Fi acceptableInternet Speed: 30 Mbps download, 15 Mbps uploadLatency: Under 100 m. Other: Noise-canceling headset Preferably with a 3. 5mm connection. 720p webcam for meetings, huddles and trainings.