Job Description
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
