Team Leader, Class Actions Contact Center

WHO WE ARE Verita has set a higher standard of administrative-support services with its integrated suite of corporate restructuring, class action and legal document support solutions, and has earned recognition as a top claims administrator by the National Law Journal, the New York Law Journal and The Recorder as well as named a Best Place to Work by the Los Angeles Business Journal. At KCC, our people make the difference. We have nurtured a close-knit community of unique individuals working together to help achieve the company's mission, to provide solutions that improve information access, expedite decision-making and maximize efficiencies for our clients. PRIMARY ACCOUNTABILITIES The Team Leader will be responsible for creating an environment that inspires and motivates front line customer support representative to work together with the goal of creating a culture that enables team members to achieve beyond expectations. The Team Leader must have a passion for delivering exceptional customer service and a strong commitment in leading a team of individuals with different skill levels and enable them to achieve performance and meet quality standards. WHAT WE NEED FROM YOU Lead, mentor, and coach team members. Supervise an assigned team of contact centre agents to achieve identified targets. Ensure that all customer expectations are exceeded. Create a productive and approachable team environment. Provide recruiting support. Conduct Performance Reviews. Manage the daily operations of a contact center team. Handle escalated customer calls. Conduct recurring meetings with leadership on continuous improvement so that tools are available to provide the appropriate reports, statistics, and monitor logistics that will aid in serving the claimants and achieve both Contact Centre key performane indicators. Be an early warning system by focusing attention on customer complaints, and reporting data. Ensure accurate reporting of contact center staff’s billable hours via Netsuite, specifically ensuring accurate data entry of escalation, e-mail, & phone support. Secondary Job Duties – as needed Assist in Data Entry/Claim Verification Assist call center with calls and emails Assist with claimant escalations, either via phone calls, emails, or other written correspondence WHAT WE OFFER Competitive base salary compensation Discretionary bonus plan Medical, dental, and vision coverage (self and family) Critical illness, accident, and hospital indemnity coverage Employer matched 401(k) retirement plan Company paid holidays Generous PTO program Opportunities for advancement and career development Excellent writing and communication Great multitasking and organizational skills Good knowledge of standard Microsoft software; Word, Outlook, & Excel and general computing skills Preferred Qualifications Associate’s degree (A. A.) or equivalent from a two-year college or technical school; or two to three years of supervisory experience; or equivalent combination of education and experience Ability to comprehend court approved, complex documents, technical procedures, and government regulations Working knowledge of class actions, settlement agreements and claims processing Ability to write reports, business correspondence, and procedural manuals Ability to effectively present information and respond to queries from managers, team members, clients, customers, or the public Strong process orientation Ability to work independently yet be a team player Ability to interact with professionalism and maturity Advanced Microsoft Excel Apply Job! Apply to this Job