Intake Training Supervisor (LATAM)

About Us

Ovation Law Firm is a fast-growing, consumer-focused law firm committed to delivering exceptional legal services while fostering a high-performance, accountable, and supportive workplace. As we continue to scale, we are building strong client-focused systems to ensure consistency, compliance, and an outstanding experience from the very first interaction.

We work closely with partner legal teams to connect injured individuals with the legal support they need, and our intake team plays a critical role in setting the tone for every client relationship.

About The Role 

We are seeking a proactive, organized and adaptable Intake Training Supervisor to lead training initiatives and support the development of intake team members during an exciting stage of firm growth.

In this role, you will oversee and deliver training programs, develop engaging learning materials, support the implementation of new clients, manage trainer performance, identify development opportunities and drive continuous improvement to ensure intake teams are equipped to deliver an exceptional client experience.

This position is well-suited for individuals with backgrounds in training leadership, learning and development, coaching or call center operations who are strong communicators, data-driven and passionate about developing high-performing teams.

Strong English communication skills are essential for success in this role.

Key Responsibilities 

• Develop and maintain training materials, agendas, assessments and learning resources.
• Plan and manage new hire, ongoing intake training and new client implementation programs, schedules, and resources.
• Monitor training effectiveness through KPIs and implement improvements based on results.
• Lead, coach and evaluate trainers, providing feedback and performance support.
• Identify training needs through performance analysis and develop action plans to address gaps.
• Partner with Operations, QA and Leadership teams to improve training outcomes and intake processes.
• Ensure training programs align with business goals, quality standards and operational needs.
• Foster a culture of accountability, continuous improvement and team development.

Qualifications

• Minimum 5 years of training experience, including 3 years of leadership experience in a Training Lead or Training Supervisor within a BPO, call center or high-volume operational environment.
• Experience in new client implementation, LMS content creation and customer service training program development, including instructional design, curriculum development and class planning.
• Proven ability to lead, coach and develop training teams with hands-on coaching experience and a track record of driving performance and achieving business goals.
• Proficient in data analysis and KPI reporting with the ability to translate insights into actionable training strategies.
• Strong leadership skills with a high level of accountability and process orientation.
• Excellent organizational, communication and stakeholder management skills.
  Excellent written and verbal communication skills. Advanced English level (C1/C2).
• Strong organizational skills with attention to detail and follow-through
• Ability to manage multiple priorities effectively in a fast-paced environment.

Nice to Have

• Experience in a rapidly growing organization or performance-driven environment.
• Familiarity with CRM systems such as Salesforce or other intake/case management platforms.
• Experience improving workflows, operational processes or client experience initiatives.
• Ability to stay organized and effective in dynamic environments while maintaining focus on quality and timely execution.

Requirements

• Ability to work independently from a home office with stable, high-speed internet and a quiet, professional workspace.
• Must have a laptop or desktop computer with a minimum of 16GB RAM and an Intel Core i5 processor or higher.
• Jabra Evolve 20 headset or equivalent required.
• Must have a stable internet connection with a minimum speed of 25 Mbps.
• Available to work U.S. business hours.
• Willingness to use time-tracking software.

What We Offer

• Competitive compensation commensurate with experience.
• Yearly bonus.
• 100% remote work environment.
• 6 Paid time-off (PTO) days per year.
• 7 Paid US holidays per year.
• Opportunity to work closely with leadership and legal professionals in a growing, modern law firm.

This position is only open to candidates located in LATAM. Resumes must be submitted in English. Applications that do not meet these criteria will not be considered.