• Case Management Supervisor

    Insight Global (Pasadena, CA)


    Job Description

    Insight Global is looking to hire a Case Management Supervisor in the Pasadena, CA area for a client. The Case Management Supervisor will lead a team of Case Management Analysts and an Office Coordinator, managing mass tort cases from intake to settlement. This role is responsible for the day-to-day oversight of the case management process. The Supervisor will collaborate closely with the Community Outreach Supervisor to ensure data informs outreach strategies and team priorities. Key responsibilities include quality assurance, data collection, auditing, and delivering a white glove client engagement experience throughout the lifecycle of each tort. The Supervisor will ensure the execution of daily tasks and deliverables in accordance with internal and tort deadlines. Additional duties include resolving escalations, monitoring SLAs and performance metrics, addressing team challenges, and overseeing the training and development of team members.

     

    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 [email protected] 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/.

    Skills and Requirements

    • Experience in the mass tort industry

    • 3+ years of legal knowledge/case management

    • 3+ years in customer service

    • 3+ years of previous experience handling heavy call volumes with tact and empathy

    • 3+ years in a supervisory or leadership role

    • Strong interpersonal skills

    • Intermediate to advanced Excel skills

    • Outstanding written and verbal communication skills

    • Comfortable operating in a process-driven environment

    • Strong organizational and time-management skills.

    • Strong analytical and critical thinking skills.

    • Strong leadership and team management skills with a proven track record of developing and mentoring staff.

    • Ability to provide constructive feedback, guide performance improvement, and foster professional growth within the team.

    • Expertise in managing high-performing teams to meet case milestones, Service Level Agreements (SLAs), and revenue goals.

    • Proficient in conflict resolution and addressing team challenges to maintain a positive and productive work environment.

    • Demonstrated ability to lead through change and guide teams in adapting to new processes or priorities.

    • Resilient and able to remain calm under pressure or in challenging situations. - Google Workspace experience