Manager, Resource

PURPOSE OF THE POSITION

• Build and leverage strong relationships to manage all service partner resources (court reporters, affiliates, videographers, interpreters) within office(s) service area (may include multiple offices throughout a region)

• Enable achievement of RARE (revenue after reporter expense) margin objectives for the office(s) through sound decision-making around service provider utilization

• Support delivery of service excellence by setting expectations and inspecting service partner work product quality with a reference to the company’s Service Partner Scorecard, including ensuring:

  • On-time attendance

  • Professional conduct and dress

  • Transcript and/or video quality

  • On-time transcript/video and exhibit turnaround (turn in)

JOB DUTIES

• Utilize all available information to assign most appropriate resource to every job in consideration with RARE margin as well as service partner scorecard

• Confirm affiliate coverage by noon and other resources by 3PM daily by applying established best practices

• Collaborate with production to immediately resolve reporter quality concerns with remedial action if necessary

• Build and nurture working relationships with all area service partner resources

• Collaborate with Operations Manager to provide regular and ongoing communication and training for reporter resources, including:

  • Performance reporting

  • Product and services education

  • Proactively manage jobs in progress to ensure on-time reporter turnaround by applying best practices

  • Support onboarding of new service partners

  • Job turn-in via the Service Partner Portal

  • Provide local support for service partner issue resolution

• Perform other duties as needed in support of office/area client satisfaction to including answering phone calls

• Actively demonstrate company values

• Other duties as assigned

REQUIRED KNOWLEDGE, SKILLS or ABILITIES:

• Knowledge of MS Office Suite, including Publisher, Excel, and PowerPoint

• Ability to learn Company’s technology platform

• Excellent interpersonal, verbal and written communication, and organizational skills

• Superior client service mentality and ability

• Proactivity and responsiveness

• Team player, ability to work closely with others for a common goal

• Must be detail-oriented with the ability to plan work effectively, to meet the deadlines assigned, and to make sound decisions

• Ability to multi-task and shift priorities

• Ability to resolve challenges and support process improvement

• Ability to work under pressure

MEASUREMENTS OF SUCCESS:

• Percentage of jobs turned in on time and percentage of late jobs in taken status

• Reporter quality measured by reporter lates/no shows and reporter errors

• Consistency of utilization of court reporters, independents, or affiliates