[Hiring] E-Fulfillment Lead @ABC Legal Services

Role Description

The Lead role at ABC Legal serves as the entry level management position, guiding a team of 10 to 20 E-Fulfillment Specialists. The E-Fulfillment Lead reports to the E-Fulfillment Manager and is responsible for ensuring their team members understand and meet their objectives. This role manages day to day operations, employee timecards and scheduling, delivers feedback and performance evaluations, trains team members, and serves as the point of contact between staff and higher management. Leads participate in the hiring process for their team and recommend disciplinary action when necessary. The Lead also maintains hands on, working knowledge of the workflows and states assigned to their team, and works jobs directly as coverage, volume, or escalation needs require. The primary function of this role is acting as a problem solver and guide to their team.

Success in this role means mastering team assignments, being able to train new hires on every workflow and state assigned to the team without escalation, and demonstrating a solid understanding of performance evaluation, including output, accuracy, and time gap review.

This role works alongside the E-Fulfillment Project Specialist, who reports to the E-Fulfillment Manager and shares quality control and new hire onboarding responsibilities on a defined rotation. This position is remote.

Key Responsibilities

• Provide daily operational oversight for a team of 10 to 20 specialists, resolving day to day issues and escalating as appropriate.
• Manage employee timecards, schedules, and time off requests, ensuring accurate and timely review and approval.
• Conduct and deliver employee performance evaluations, reviewing output, accuracy, and time gap data with each team member.
• Provide ongoing feedback and coaching, and recommend disciplinary action to the E-Fulfillment Manager when performance or conduct issues arise.
• Participate in the hiring process for the team, including interviews and hiring recommendations.
• Serve as the point of contact between specialists and higher management, communicating decisions downward and surfacing team concerns upward.
• Contribute to a positive, collaborative team culture through consistent, respectful, and constructive feedback.

Operations and Performance Metrics

• Assist E-Fulfillment managers with assigning work, setting daily team goals, and calculating KPIs, and lead the daily team huddle.
• Track daily team metrics in a spreadsheet and maintain spreadsheet functionality.
• Monitor output, accuracy, and time gap data to identify performance trends and address them early.
• Maintain hands on working proficiency in the workflows and states assigned to the team, personally working jobs as coverage, volume, or escalation needs require.

Training and Quality

• Train and onboard new E-Fulfillment Specialists, taking over after the Project Specialist completes the new hire's first week of introductory training.
• Conduct quality control reviews and audits of specialist work during the Lead's scheduled QC week each month, partnering with the Project Specialist who performs QC in the remaining weeks.
• Collect and share new information with the team and improve their knowledge base by actively training members in new and updated workflows.
• Serve as a resource for specialists on complex or unfamiliar case types, escalating recurring issues to leadership with recommended solutions.
• Partner with specialists, the Project Specialist, and leadership to reinforce expectations and best practices.
• Maintain team documentation in Confluence, ensuring procedures stay current as systems, client requirements, and workflows change.

Continuous Improvement

• Continuously monitor departmental workflows to identify inefficiencies, recurring errors, and training gaps, proposing creative and practical solutions that improve quality and throughput.
• Identify problem areas within the team's workflows and drive them to resolution through the appropriate channel, such as submitting and tracking JIRA tickets, adjusting timelines or coverage, or organizing a short term group project with the team.
• Look for opportunities to improve or automate processes to make the E-Fulfillment department more efficient.
• Act as an advocate for the department by anticipating needs, surfacing obstacles early, and bringing forward innovative ideas that strengthen consistency and performance.
• Support the rollout of new tools, process changes, and system updates by communicating changes and reinforcing adoption across the team.

Qualifications

• Strong problem solving, organizational, and communication skills.
• Ability to lead and motivate teams in a fast paced environment.
• Minimum 1 year in a leadership role preferred.
• Experience and basic proficiency with Microsoft Office.
• Typing speed of at least 50 to 60 wpm.
• Detail oriented and a quick learner.
• Advanced knowledge of Skye, particularly related to E-Fulfillment.
• Intermediate proficiency with Excel, including formulas and maintaining tracking workbooks.
• Working knowledge of Confluence for maintaining team documentation.
• Working knowledge of Metabase for pulling and reviewing team performance data.
• Entry level experience with SQL preferred, not required.
• A dedicated remote work space with reliable internet service of at least 100 Mbps.
• In areas prone to power or internet interruption, a backup power source such as a generator, or a reliable alternate work location, to maintain consistent attendance.

Benefits

• Health, Dental, Vision insurance.
• 401(k) with company matching.
• Paid time off.
• 7 Paid company holidays.
• 4 Floating holidays per year.
• Life Insurance and AD&D Insurance.
• Long Term Disability.
• Health Care Reimbursement Flexible Spending Account.
• Dependent Care Flexible Spending Account.
• EAP (Employee Assistance Program).
• Pet Insurance.

Starting Pay: $43,000 - $53,000 per year, based on location.