[Hiring] Operations Subject Matter Expert @Ovation Law Firm

Role Description

We are seeking an experienced, dependable, and team-oriented Operations Subject Matter Expert (SME) to provide real-time support to Intake Specialists while continuing to perform regular call-handling responsibilities.

• Serve as a knowledgeable resource for frontline team members by answering routine process questions.
• Assist with dispositions and support new hires.
• Reinforce established operational procedures.
• Help Intake Specialists navigate day-to-day questions with confidence and consistency.
• Recognize when an issue should be escalated to the appropriate leader or support team.
• This position does not include responsibility for coaching, managing employee performance, or disciplinary authority.

This is a fast-paced position well-suited for experienced Intake Specialists or frontline professionals who have a strong understanding of operational processes, communicate clearly, and enjoy helping their peers succeed. The ideal candidate is approachable, reliable, and comfortable balancing real-time support responsibilities with their own call-handling workload.

Strong English communication skills, sound judgment, and a thorough understanding of established processes are essential for success in this role.

Qualifications

• 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.

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.
• 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.

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.