POSITION SUMMARY:

The Deposition Client Care Supervisor is responsible for overseeing the daily operations of our call center-style department, ensuring our team effectively assists clients with their deposition-related inquiries via email and phone. The ideal candidate will take ownership of client interactions, foster seamless communication between operations and sales, and drive improvements in workflows, systems, and procedures.

JOB QUALIFICATIONS:

• 3+ years of experience in a supervisory role within a customer service or call center environment
• Minimum of 5 years’ experience in the legal industry, preferably within deposition services
• Strong leadership skills with a track record of coaching, mentoring, and developing teams
• Exceptional problem-solving abilities and strategic thinking.
• Excellent communication and interpersonal skills, with the ability to manage client expectations effectively.
• Proficiency in customer service systems, CRM platforms, and call center technology.
• Ability to multitask, prioritize, and thrive in a fast-paced environment.

• Supervise and mentor a team of Deposition Client Success Specialists, providing ongoing training, coaching, and support to enhance performance and professional growth
• Conduct regular performance reviews, monitor key metrics (call volume, response times, resolution rates), and provide actionable feedback to ensure department goals are met
• Handle escalated client issues with empathy and professionalism, working to achieve prompt and satisfactory resolutions
• Analyze and optimize existing workflows, procedures, and systems to improve efficiency and service delivery
• Identify opportunities for automation and process improvements to enhance the client experience and department productivity
• Monitor and evaluate call recordings and email interactions to ensure quality, compliance, and adherence to best practices
• Work closely with internal stakeholders, including IT, marketing, and leadership, to support client feedback initiatives and technology enhancements