Case Contract Management Services Analyst I

Job Description

You should be an experienced E-Discovery professional capable of handling and managing customer requests within set timelines. Your prior experience in media processing Document Review or Client Support/Management will enable you to understand the Client Service process effectively.Key Responsibilities:- Design and deliver process controls aligned with Process Quality Throughput and Customer escalations.- Act as a liaison between different shift team members, geographical counterparts, and team leads/managers.- Provide coverage in a 24 x 7 environment and maintain team morale in a competitive and high-pressure business setting.- Participate in client subject reviews and document all updates, process changes, and necessary tasks to uphold work dynamics quality.In the general role:- Ensure appropriate management of work documentation and client communication following best practices.- Develop skills transferable across client teams and directly manage projects related to the specified specialty.- Open operational work requests, escalate priority work, monitor progress, and provide regular updates.- Identify opportunities for customer service improvement through automation of requests.- Build and deliver regular reports on key metrics like request volume, turnaround times, and client satisfaction.- Address site issue requests promptly following client procedures and protocols.- Allocate and monitor workloads, mentor new/underperforming team members, share process updates and training if needed.- Fulfill roles and responsibilities of Shift Coordinator when required.Qualifications:- Possess strong business acumen and at least 3-5 years of professional experience in e-Discovery, including working knowledge of an e-Discovery review platform (Relativity preferred).- Hold a Bachelors Degree, with advanced degrees being desirable.- Demonstrate expertise in standard and non-standard development capabilities, mentor Client Services personnel, and exhibit excellent verbal and written communication skills.- Have experience in designing and implementing initiatives to enhance processes and increase efficiencies, build client relationships, and be flexible in work hours and availability. You should be an experienced E-Discovery professional capable of handling and managing customer requests within set timelines. Your prior experience in media processing Document Review or Client Support/Management will enable you to understand the Client Service process effectively.Key Responsibilities:- Design and deliver process controls aligned with Process Quality Throughput and Customer escalations.- Act as a liaison between different shift team members, geographical counterparts, and team leads/managers.- Provide coverage in a 24 x 7 environment and maintain team morale in a competitive and high-pressure business setting.- Participate in client subject reviews and document all updates, process changes, and necessary tasks to uphold work dynamics quality.In the general role:- Ensure appropriate management of work documentation and client communication following best practices.- Develop skills transferable across client teams and directly manage projects related to the specified specialty.- Open operational work requests, escalate priority work, monitor progress, and provide regular updates.- Identify opportunities for customer service improvement through automation of requests.- Build and deliver regular reports on key metrics like request volume, turnaround times, and client satisfaction.- Address site issue requests promptly following client procedures and protocols.- Allocate and monitor workloads, mentor new/underperforming team members, share process updates and training if needed.- Fulfill roles and responsibilities of Shift Coordinator when required.Qualifications:- Possess strong business acumen and at least 3-5 years of professional experience in e-Discovery, including working knowledge of an e-Discovery review platform (Relativity preferred).- Hold a Bachelors Degree, with advanced degrees being desirable.- Demonstrate expertise in standard and non-standard development capabilities, mentor Client Services personnel, and exhibit excellent verbal and written communication skills.- Have experience in designing and implementing initiatives to enhance processes and increase efficiencies, build client relationships, and be flexible in work hours and availability.

Keyskills :
Document ReviewDocumentationProject managementCustomer serviceAutomationReportingMentoringTrainingBusiness acumenProfessional communicationRelationship managementEDiscoveryClient SupportManagementProcess Quality ThroughputCustomer escalation