Case Management Team Lead

Keller Postman represents a broad array of clients in class and mass actions, individual arbitrations, and multidistrict litigation matters at the trial and appellate levels in federal and state courts. Serving hundreds of thousands of clients in litigation and arbitration, we have prosecuted high-profile mass tort, antitrust, privacy, product liability, employment, and consumer-rights cases. Our firm also acts as plaintiffs’ counsel in high-stakes public-enforcement actions. Our mission is to achieve exceptional results for our clients, drive innovation in the practice of law, and pursue unparalleled excellence in everything we do.

Purpose: Keller Postman seeks a Team Lead to support its practice of representing a broad array of clients as plaintiffs in complex litigation at the trial and appellate levels. The Team Lead is responsible for managing a team of Case Managers. The Team Lead will frequently assess the skills and abilities of each team member to ensure that they are equipped to provide the highest level of service to current and prospective clients. The Team Lead will play a key role in the training and development of each of the Case Managers by providing on the spot feedback and coaching. 

This is a remote position; however, the person filling the role must reside in the greater Chicagoland area. The compensation for this role will be a base salary of $60,000 to $65,000, depending on experience, plus a year-end discretionary bonus and benefits.

Essential Functions: 

• Responsible for directly managing several direct reports providing the necessary training, coaching, and instruction for their day-to-day tasks.  
• Consistently monitor inbound and outbound calls, emails, and text messages to assess the demeanor, technical accuracy, and overall performance of assigned team members.
• Manage daily workload and special project assignments for assigned Case Managers.
• Assist with the preparation and delivery of training materials for new hires and existing employees.
• Partner with the Learning and Development team to identify knowledge gaps and recommend training initiatives or tools to improve performance. 
• Prepare performance metrics and general data to share with management when requested.
• Listen to client phone calls to assess employee performance. 
• Learn and retain all relevant case information in order to train Case Managers and effectively assist clients. 
• Handle client escalations as necessary.
• Collaborate with department management and other business leaders to proactively identify areas of improvement around employee experience. 
• Provide performance feedback to team members in order to develop their skills and enhance productivity.  
• Assist assigned team members with challenging client calls while maintaining an extraordinary level of professionalism and courtesy. 
• Occasionally assist with calls across all firm matters during peak periods.
• Monitor phone, SMS, and email queues to ensure Service Level Agreements are met and take action when necessary to address call, SMS, or email volume.
• Other duties as assigned. 

Required Skills and Abilities: 

• Ability to manage and motivate people.
• Ability to maintain a high level of accountability in a fast-paced, high volume environment. 
• Excellent verbal, written, and interpersonal communication skills.
• Ability to exhibit confidence, knowledge, empathy, and professionalism when engaging clients. 
• Analytical, problem-solving, and decision-making skills.
• Ability to multi-task and to work independently or as part of a team.
• In order to successfully perform the essential responsibilities of the job, one must possess Microsoft Office skills at an intermediate level.