Supervisor - Litigation Support Team (Player Coach) at NeoWork

Worldwide

NeoWork is looking for a Supervisor to lead a Litigation Support team that provides high-volume outbound contact services to a US-based law firm's Mass Tort practice. This is a player-coach role: you will split your time between directly handling casework and supervising a team of specialists responsible for collecting missing case information from clients, many of whom are elderly English-speaking individuals. You will be responsible for day-to-day team operations — monitoring performance, running quality checks, coaching agents, and escalating issues — while also contributing directly to case output when needed. The role requires strong leadership presence, excellent spoken English, and a genuine ability to develop people in a structured, KPI-driven environment. If you are someone who leads from the front, holds high standards without micromanaging, and thrives in fast-paced legal or regulated operations, this role is built for you. 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 Excellent spoken English with high clarity — essential 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 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 — able to track multiple agents, cases, and priorities simultaneously Proficient in written English for reporting, escalation notes, and internal communication Spanish fluency is an asset for Colombia-based candidates; not required Preferred Tools & Systems Case management platforms (e.g., FileVine, Clio, MyCase, or similar legal CRMs) VoIP and dialer platforms used in contact center settings (e.g., RingCentral, Aircall, Five9, Dialpad) CRM platforms (e.g., Salesforce, HubSpot) for activity tracking and logging Workforce or quality monitoring tools (e.g., NICE, Verint, or similar) Google Workspace or Microsoft Office 365 for reporting, documentation, and team communication Task management tools (e.g., Asana, ClickUp, Monday.com) This is a 100% home-based position. We offer health insurance for contractors. Holiday Extra Pay. The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs. We prioritize the mental health of our team members and offer mental health days to support their well-being. In addition to the base salary, performance-based incentives are provided. There is an annual review and appraisal process in place. There are ample opportunities for professional growth and advancement within the compan