Client Services Supervisor - Remote Eligible

Epiq Supervisor

At Epiq, your work contributes to complex, global legal outcomes. You'll join a values-driven community where integrity guides decisions, relentless service sets the bar, and we thrive on big challenges together. We invest in your growth with enterprise-wide learning and mobility. We celebrate who you are, and we respect life beyond work with flexibility that's recognized externally. Enabled by modern platforms and AI, you'll do the most meaningful work of your career and see your impact at scale.

Position Summary

Epiq Supervisors oversee the daily operations of the Project Attorneys/Project Specialists/Project Coordinators in Client Services. Through leadership, training and development of staff members, this position will ensure client requirements are achieved and resources are maximized to their full potential. A successful supervisor always has our client's interests in mind by ensuring escalations are addressed quickly, appropriately and that consumer-facing discussions are effective and handled with empathy. Additionally, this position will coordinate with internal project team members to supervise other case-specific activities supporting escalation work, updating FAQs/Scripting, quality assurance and critical client requirements.

Job Responsibilities

• Supervise the daily performance of Project Attorneys to ensure a high level of productivity, quality, and customer satisfaction. Provide a positive climate for optimum employee performance.
• Coach, mentor and develop a team of direct reports, conducting quarterly performance reviews that motivate your direct reports and boost their productivity.
• In partnership with our Training Team, develop training curriculum and facilitate training classes as needed.
• Monitor employees work product and ensure consistency and quality across varying job types. Establish, document and communicate expectations for the work being performed. Where applicable, track and provide coaching to employees not meeting team standards. Listen to and grade select phone calls utilizing a standard Quality Assurance Scorecard; provide feedback to the Project Attorneys and assist the Project Manager in gathering scores and call details for the client.
• Maintain proficient understanding of company policies and procedures, department goals, and business plan. Analyze team needs based upon predetermined business plan; identify areas of opportunity and recommend specific improvement methods for efficiency and service. Provide continued evaluation of processes and procedures.
• Assist Project Manager with client-facing communications in a timely and accurate fashion that builds a rapport with clients and collaborates in a consultative manner. Actively listen to clients, understand their needs, and appropriately represent the client's needs internally.
• Workforce Management: Ensure the team is adequately staffed by creating schedules, monitoring forecasted work and ensuring adherence to schedules. Reviewing and approving time off requests and daily time entries ensuring accuracy. Analyzing work produced compared to time billed to ensure it aligns with expectations. Assist the team in professional development by learning their strengths and goals and developing plans to help them achieve those goals. Act as a liaison between the Project Attorneys, Project Managers, and Client Services management. Ensure communication is established between all parties. Develop and maintain good working relationships with other departments to meet customer and employee needs.
• Work with Remediation project teams to update scripting, FAQs, and procedures as needed.
• Ensure that the Project Attorneys have adequate procedures and scripting to perform their work. Ensure Claims and Contact Center have procedures and scripting that are current. Assist the PM in responding to client inquiries and audits by understanding the needs of the client and creating plans to accommodate those needs, monitor the work, and provide presentable results to the client.

Qualifications

• Outstanding written and verbal communication skills are required. Ability to clearly communicate complex ideas to diverse audiences. Ability to effectively organize and manage multiple initiatives simultaneously
• Must have strong experience in the areas of staff development and direction, training, quality assurance, active/effective listening and document preparation.
• Bachelor's degree in management or other relevant industry field is preferred

Your specific salary will be determined based on several factors:

• Location-based market rate for the role
• Your abilities in relation to the job specification
• Performance during screening and interview
• Pay parity with the wider team in the considered location

Further details about the package will be provided during the initial screening call with the Talent Acquisition Team.