Operations Subject Matter Expert – LATAM

🔥 52 minutes ago

🇳🇮 Nicaragua – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ovation Law Firm

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

🚘 Automotive

🏥 Healthcare

📦 Logistics

Automotive • Healthcare • Logistics

Ovation Law Firm is a California-based personal injury law firm that represents accident and injury victims across the state. The firm focuses on car, truck, rideshare (Uber) and motorcycle accidents, pedestrian and dog-bite injuries, spinal cord injuries, and lemon law matters. Ovation offers contingency-fee representation (clients pay nothing unless the firm wins), handles upfront case costs, provides 24/7 availability, free case evaluations, and multiple California offices with willingness to meet clients at their location; it also coordinates with licensed co-counsel for out-of-state matters.

📋 Description

• Provide real-time help with intake, disposition, process, and SOP questions while remaining active in the call queue • Assist with routine caller or agent escalations and elevate higher-level matters to a Supervisor or Manager • Support new hires on the production floor by answering questions and reinforcing established processes • Identify confusing, outdated, or missing SOP content and communicate gaps to leadership • Reinforce newly implemented processes and help agents understand operational changes • Identify recurring frontline issues and provide process-improvement feedback to leadership • Provide designated weekend or after-hours support when Supervisors are not scheduled • Continue regular call-handling responsibilities alongside SME duties

🎯 Requirements

• Consistent strong performance as an Intake Specialist or in a comparable frontline contact center role • Strong working knowledge of intake procedures, dispositions, scripts, SOPs, and escalation protocols • Consistent achievement of established quality and performance expectations • Strong English communication, judgment, and real-time problem-solving skills • Ability to provide knowledgeable, professional support to peers without supervisory authority, while following established processes and escalation guidelines • Ability to balance SME duties with normal production and call-handling responsibilities • 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 • 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 • This position is only open to candidates located in LATAM • Resumes must be submitted in English

🏖️ Benefits

• Performance based incentives • 100% remote work environment • 10 paid time-off (PTO) days per year • Opportunity to work closely with leadership and legal professionals in a growing, modern law firm