Supervisor - Litigation Support Team (Player Coach)

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

Requirements

• 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)

Benefits

• 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