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Supervisor - Litigation Support Team (Player Coach)

6 hours, 33 minutes ago
Colombia, Philippines
Full-time
Lead
Paralegal
Customer and Technical Support
Asana ClickUp CRM HubSpot Monday.com Salesforce
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NeoWork

NeoWork

NeoWork provides offshoring, nearshoring, and outsourcing solutions to help businesses hire top global talent and enhance their operational capabilities across various fields, including software engineering, data science, and support services.

Professional Services
51-250
Founded 2017
View All Jobs 14

Description

  • Supervise and coach a team of Litigation Support Specialists conducting outbound calls to collect missing case information.
  • Monitor daily team performance against KPIs such as contact rate, data accuracy, and case list completion.
  • Conduct call quality reviews and deliver structured, actionable feedback to agents.
  • Handle a portion of direct casework during peak periods or staffing gaps in a player-coach model.
  • Run daily or weekly team huddles to align priorities, resolve blockers, and share performance updates.
  • Escalate complex cases, documentation gaps, and 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 on scripts, workflows, and communication standards.
  • Serve as the primary point of contact for day-to-day team questions and operational issues.
  • Identify process improvements and recommend changes to improve efficiency and quality.

Requirements

  • Excellent spoken English with high clarity for direct casework and client-facing escalations.
  • 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.
  • Comfort 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 to track multiple agents, cases, and priorities simultaneously.
  • Proficient written English for reporting, escalation notes, and internal communication.
  • Spanish fluency is an asset for Colombia-based candidates but is not required.
  • Experience with case management platforms such as FileVine, Clio, MyCase, or similar legal CRMs is preferred.
  • Experience with VoIP and dialer platforms such as RingCentral, Aircall, Five9, or Dialpad is preferred.
  • Experience with CRM platforms such as Salesforce or HubSpot is preferred.
  • Experience with workforce or quality monitoring tools such as NICE or Verint is preferred.
  • Experience with Google Workspace or Microsoft Office 365 for reporting, documentation, and team communication is preferred.
  • Experience with task management tools such as Asana, ClickUp, or Monday.com is preferred.

Benefits

  • 100% home-based position.
  • Health insurance for contractors.
  • Holiday extra pay.
  • Work hours generally align with standard U.S. business hours, with some flexibility depending on client needs.
  • Mental health days to support team well-being.
  • Performance-based incentives in addition to base salary.
  • Annual review and appraisal process.
  • Opportunities for professional growth and advancement within the company.

Interested in this position?

Apply directly on the company website

Apply Now

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