Assist in the formulation of targets for individuals and teams Hire and onboard new employees Answer questions from staff and provide guidance and feedback Anticipate escalation and take over calls when needed Devise ways to optimize procedures and keep staff motivated Measure performance with key metrics such as call abandonment, calls waiting etc. Ensure adherence to policies for attendance, established procedures etc. Keep management informed on issues and problems Prepare monthly/annual results and performance reports Provide guidance and support to the legal team, ensuring the efficient delivery of legal services. Oversee and manage the organization's legal processes and procedures, ensuring compliance with applicable laws and regulations.