Job Description
The Supervisor oversees the Legal Emergency Respond Team’s intake daily operations, ensuring quality, performance, and governance standards are met. This role is responsible for coaching, performance management, and aligning legal intake processes with strategic goals.
Key Responsibilities:
• Manage team performance, engagement and productivity with a focus on optimization and automation initiatives
• Document processes for training and process improvements
• Implement and monitor Quality Assurance (QA) protocols and dashboards.
• Manage governance and communication to deliver insights and drive collaboration.
• Collaborate with internal teams, and external teams to align intake operations with broader initiatives.
• Track and report against SLA and AHT targets.
• Lead onboarding and knowledge transfer for new hires.
• Oversee and delivery performance management structure and outcomes.
• Serve as the primary point of contact for intake-related escalations.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• Proven experience in team leadership and operational oversight.
• Previous exposure with legal terminology or processes within the field
• Excellent communication and stakeholder management skills.
Nice to Have Skills & Experience
-Bachelors degree
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.