Team Lead

Job Description

Job Description

Position Summary

The Team Lead is responsible for overseeing daily team operations while providing hands-on leadership, coaching, and development to direct reports. This role ensures workflows are managed efficiently, performance goals are met, and company policies and procedures are consistently followed.

The Team Lead serves as the first point of escalation for complex issues and plays a key role in quality assurance, reporting, and continuous process improvement.

Key Responsibilities

Team Leadership & Development

• Provide ongoing guidance, mentoring, and development to direct reports
• Ensure adherence to company policies, procedures, and compliance standards
• Support performance management, including coaching, feedback, and evaluations
• Partner with management in recruiting, interviewing, and employee review processes
• Maintain employee confidentiality at all times

Workflow & Performance Management

• Manage daily workflow and distribute assignments to maintain balanced productivity
• Monitor performance metrics and ensure established KPIs are met
• Run and analyze production and productivity reports to identify trends and improvement opportunities
• Track and monitor client requests to ensure service excellence and quality standards

Escalation & Quality Assurance

• Serve as the first point of escalation for challenging files, aging matters, and customer concerns
• Conduct file reviews and perform quality assurance checks
• Provide actionable feedback to team members and leadership

Client & Operational Excellence

• Deliver exceptional customer service and ensure client-specific requirements are met
• Understand and manage client nuances and preferences
• Identify and implement best practices within the unit
• Maintain accurate records and prioritize tasks effectively
• Demonstrate proficiency in company terminology and processes

Additional Responsibilities

• Provide coverage for management staff in their absence
• Assist with production work when needed to support business demands

Qualifications

Required:

• High school diploma or equivalent
• Strong leadership and organizational skills
• Effective written and verbal communication skills
• Ability to multitask and prioritize in a fast-paced environment
• Ability to maintain accurate documentation and records

Preferred:

• Minimum of two years of supervisory experience
• Knowledge of Rules of Civil Procedure for states managed under the role
• Intermediate proficiency in Microsoft Office

ProVest plays a critical role in the legal process by ensuring that defendants in a legal action have been properly served process. We specialize in managing the service of process related to creditors’ rights and mortgage defaults. Today, ProVest annually serves millions of documents for the country’s most notable law firms, financial institutions and insurance companies. Our rich history, disciplined approach and the expertise of our professionals have made us an industry market leader since 1991. With 30 years of experience, ProVest has earned a reputation as a trusted and knowledgeable provider. The industries we support require a process server to be knowledgeable about consumer rights and consumer laws. As a result of our specialty in this industry we play a vital role in ensuring the consumer is protected and informed.

Company Description

ProVest plays a critical role in the legal process by ensuring that defendants in a legal action have been properly served process. We specialize in managing the service of process related to creditors’ rights and mortgage defaults. Today, ProVest annually serves millions of documents for the country’s most notable law firms, financial institutions and insurance companies. Our rich history, disciplined approach and the expertise of our professionals have made us an industry market leader since 1991. With 30 years of experience, ProVest has earned a reputation as a trusted and knowledgeable provider. The industries we support require a process server to be knowledgeable about consumer rights and consumer laws. As a result of our specialty in this industry we play a vital role in ensuring the consumer is protected and informed.