Mass Claims Campaign Manager

About the role

Keller Postman seeks a dynamic, goal-oriented leader as Mass Claims Campaign Manager to support its practice of representing a broad array of clients as plaintiffs in complex litigation at the trial and appellate levels. This role is responsible for supervising a team of individuals, both onshore and offshore, who prepare client documentation for legal case management and other client services functions. The position will proactively manage client services to ensure all necessary documentation and paperwork is collected to prepare a client’s case for each phase of the litigation process.

This leader will ensure consistent quality of work by client services team members, including handling client emails, calls, and SMS, and proactively gather client information needed to prepare legal documents. The right candidate will work closely with our legal team, communicate their needs to front-line workers, and act as a natural people leader responsible for building and engaging teams while improving operational efficiency.

Responsibilities

• Oversee all mass claims (mass arbitration and mass tort).
• Develop, manage, and coach people leaders to build successful teams that prepare clients’ cases.
• Build and manage a program to complete secondary intake, obtain necessary information to acquire medical records, additional case filing, and prepare clients for settlement.
• Use data to identify areas of opportunity and develop action plans to improve KPIs and close performance gaps.
• Establish client services goals and support results through best-practice leadership, ensuring an outstanding client experience.
• Manage client services team members' workloads to determine team efficiency and accuracy.
• Act as a liaison between the communication team, legal division, and operations team, translating attorney needs to front-line client services team members.
• Ensure client services team members have up-to-date information whenever case updates occur.
• Create new protocols for case updates and clearly deliver them to the team.
• Track and monitor client services team members' attendance, adherence to roles, and optimize schedules to maintain service levels.
• Manage department personnel issues, including performance reviews, counseling, and progressive disciplinary actions as needed.
• Other duties as assigned.

Requirements

• Must be comfortable adapting to rapidly shifting goals and willing to 'roll up your sleeves' to solve challenges.
• Proven coaching skills that impact both front-line client services team members and Team Leaders.
• Basic understanding of legal terminology preferred.
• Experience using legal or case management software.
• Excel expert and ability to write SQL preferred.
• Outstanding oral and written communication skills, with comfort presenting to groups.
• Excellent customer service, collaboration, and communication skills.
• Proficiency with necessary technology, including computers, software applications, and phone systems.
• Ability to work independently or as part of a team.
• Effective problem-solving skills.
• Ability to be empathetic to clients in various situations.
• Ability to work under deadline-driven environments.
• Excellent organizational skills and attention to detail.
• Strong time-management skills with a proven ability to meet set standards.
• Experience supporting a remote workforce.
• Ability to manage multiple direct reports.
• Ability to multi-task and adapt to changes quickly.

Qualifications

• Bachelor’s degree preferred.
• 2+ years of contact center experience (Customer Service strongly preferred).
• 2+ years of contact center management experience with a proven leadership track record and verifiable history of managing successful, high-volume teams.
• Outbound Campaign Management experience preferred.
• Must be able to read, write, and speak fluent English.

Schedule

This is a hybrid position with four days per week in our downtown Chicago office and one day per week remote.

Pay

The salary range is $90,000 - $130,000 per year, plus a discretionary bonus and benefits.