Document Production Line Supervisor (M- F, 3:00 – 11:30 pm)

Job duties

• (* denotes an “essential function”)
• *Supervise the team’s day-to-day work assignments in document production services, including but not limited to document production, word processing, proofreading; includes supervision of projects and ad hoc requests to ensure efficient, accurate completion within deadlines
• *Ensure quality service delivery through standard operating procedures, alignment with account plan, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance
• *Respond to customer inquiries in a timely and professional manner; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client to ensure a high level of customer satisfaction
• *Responsible for employee lifecycle including, but not limited to, interviewing and onboarding, training, planning for key roles, and off-boarding management
• *Ensure team member compliance with company and client policies, service level agreements (SLAs) and expected quality of work, utilize corrective action when necessary
• *Enable team members to perform through setting goals and objectives, identifying priorities, and providing regular and consistent communication using ongoing performance feedback, individual and group meetings
• *Supervise staffing and workflow volumes; use workflow management system to effectively utilize headcount based on work volumes and allocate staffing resources by shift or service line accordingly
• *Execute required administrative reports, activities, processes related to the people and/or production both on time and in accordance with appropriate standards of operation
• Support manager with P&L activities; understand impact of overtime and time-off to avoid non-billable charges
• May support materials included in monthly Client Service Review (CSR) or Quarterly Business Reviews (QBRs)
• Have a strong knowledge of the client’s businesses and the impact of our services
• Foster cross-training and a sense of team work to optimize client service delivery
• May train more junior staff members, as needed

Job qualifications

• A Bachelor’s degree or equivalent experience is required
• 2+ years’ experience supervising, preferably in a legal, banking or other large corporate environment preferred
• 3+ years’ experience in legal document production or legal word processing preferred
• Advanced knowledge of software within MS Office with ability to create, format, edit charts, graphs, styles, table of contents, macros, etc.
• Strong in grammar and composition rules required for editing and proofreading
• Use of manager self-service systems and experience with centralized HR functions preferred
• Basic financial understanding of how day-to-day decisions impact P&L
• Able to foster a team culture of high performance and continuous improvement that values learning and a commitment to quality, with an emphasis on client satisfaction
• Excellent client service skills with a service-minded approach toward the client
• Able to make independent decisions that conform to business needs and policy
• Detailed and organized; demonstrated experience prioritizing competing requests in a fast-paced environment and under tight deadlines
• Exceptional communication skills, both written and verbal
• Must be able to interact effectively with multi-functional and diverse backgrounds
• Must be self-motivated with positive can-do attitude
• Able to handle sensitive and/or confidential documents and information

Statement of other duties

• This document describes the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions

Working conditions

• Work is performed in a professional work environment
• Adhere to business/client dress codes
• Hazards include working with office machines (computers, peripherals, copiers, faxes, scanners, bindery equipment, paper cutters, paper, toner) and cleaning supplies