Job Description

Bay Area Legal Services is a regional, non-profit public interest law firm providing the highest quality legal counsel by:

• Assisting individuals and non-profit groups with limited access to legal services;
• Resolving the legal problems of clients; and
• Preserving the independence, hope, and dignity of those we serve.

Position Title: Screening Unit Manager (Full-Time)

Location: Tampa, FL (Ybor City Office)-Hybrid, 3 days in office and 2 days remote

The Screening Unit Manager will manage and oversee the organization’s screening unit operations and have direct and indirect supervisory responsibility for the Intake Screeners in the Centralized Telephone Intake (CTI) Unit. Provide oversight for the daily workflow of the Team. Recruit, interview, hire, and train supervisory and other staff. Provide performance reviews and development of staff, handle discipline and corrective action for staff. Develop and implement training and quality programs for new hires and existing staff. Establish performance metrics, service levels and requirements for the Team. Establish and implement policies and procedures to ensure a quality client experience. The position provides strategic support to the overall telephone, online, and walk-in intake processes for the organization and works with BALS’ Information Technology Dept. to ensure new grants, programs, etc. are incorporated into and supported by the Unit’s intake and screening procedures.

Illustrative Duties:

• Periodically monitor the daily workflow of the Team. Review proposed staffing schedules from the Screener Supervisor to ensure sufficient coverage. Review staff time for bi-weekly payroll, confirm and approve hours worked. Work with Supervisor to approve time off requests as necessary.
• Establish performance metrics for Screeners. Establish service levels and requirements for the department. Develop and implement ongoing training and quality assurance programs for new hires and experienced employees.
• Recruit, interview, hire, and evaluate screening staff. Provide constructive and timely feedback on performance issues, development and performance evaluations. Handle discipline and corrective action for staff.
• Document, update, implement, and execute staffing and performance policies and procedures to facilitate a quality client service experience. Acts as a liaison between the Screening Unit and other Teams/Departments.
• Develop and implement methods to record, assess, and analyze customer feedback.
• Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention. Provide input and maintain costs within the Team’s budget.
• Co-lead monthly screener meetings with the Screening Unit Supervisor to address new information, performance metrics, service level achievement, system updates, new procedures, required training etc.
• Participate on committees as required by the Deputy Director and Team Leaders, with the approval of the CTI Team Leader.

Minimum Qualification:

• Bachelor’s degree(business administration, paralegal or related) Degree can be substituted with a minimum of five years of related call center supervisory/management and other experience required
• Minimum 2 years of call center management experience
• Experience preparing reports presenting statistical data
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Proficient with Microsoft Office Suite or related software.

Desirable Qualification:

• Paralegal
• Bilingual – English and Spanish

Compensation/Benefits:

• Starting salary is $66,150/yr. (increases based on relevant experience).
• Reimbursement for travel expenses for work events (mileage etc.)
• Bay Area offers a comprehensive benefit package including a 4% match for the 403b retirement plan with immediate vesting as well as Medical, Dental, Vision, Life, Disability coverage and more.
• Bay Area also offers generous time off and work life balance with 13 paid holidays and three (3) weeks’ vacation for the 1st year of employment and a 37.5 hour work week.

This position requires successful completion of a level II background screening based on the required duties and responsibilities

How to Apply:

• Send your resume and cover letter to recruiting@bals.org
• Include where you applied for this position (ex: bals.org, LinkedIn, Indeed, etc.).

Bay Area Legal Services is an equal opportunity employer. Qualified applicants will be considered for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.

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