Supervisor - Litigation Support Team (Player Coach)
New
N
NeoWorkLegal Support
Colombia. PhilippinesFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English, Spanish
- Required Skills
- SalesforceHubSpotGoogle WorkspaceAsana
Requirements
- Excellent spoken English with high clarity
- Demonstrated experience supervising or team-leading in a contact center, BPO, legal support, or regulated operations environment
- Strong ability to coach agents on communication quality, process adherence, and performance improvement
- Comfortable managing in a KPI-driven environment and holding teams accountable to measurable standards
- High attention to detail and process discipline, with the ability to balance individual contribution and team oversight
- Excellent organizational skills
- Proficient in written English for reporting, escalation notes, and internal communication
- Spanish fluency is an asset for Colombia-based candidates
- Experience with case management platforms (e.g., FileVine, Clio, MyCase, or similar legal CRMs)
- Experience with VoIP and dialer platforms (e.g., RingCentral, Aircall, Five9, Dialpad)
- Experience with CRM platforms (e.g., Salesforce, HubSpot) for activity tracking and logging
- Experience with workforce or quality monitoring tools (e.g., NICE, Verint, or similar)
- Proficient in Google Workspace or Microsoft Office 365 for reporting, documentation, and team communication
- Experience with task management tools (e.g., Asana, ClickUp, Monday.com)
Responsibilities
- Supervise and coach a team of Litigation Support Specialists conducting outbound calls to collect missing case information
- Monitor daily team output against KPIs including contact rate, data accuracy, and case list completion
- Conduct regular call quality reviews and provide structured, actionable feedback to agents
- Handle a portion of direct casework during peak periods or when staffing gaps arise (player-coach model)
- Run daily or weekly team huddles to align on priorities, address blockers, and share performance updates
- Escalate complex cases, documentation gaps, or compliance concerns to the Operations Manager and client team
- Maintain accurate records of team activity and performance in case management and reporting systems
- Support onboarding and training of new specialists, ensuring adherence to scripts, workflows, and communication standards
- Serve as the primary point of contact for day-to-day questions and issues within the team
- Identify process improvements and surface recommendations to improve efficiency and quality
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