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