We are seeking a dynamic professional to lead a team of word processing and proofreading staff located in our Phoenix, Arizona service center. As a Supervisor, you will oversee a small team of word processing and proofreading staff. As a working Supervisor, you will also provide real-time assistance to clients in support of their time-sensitive project requests on your designated shift. You will work together with a team of individuals across multiple locations and shifts in an effort to provide the highest level of customer service and quality. This is a challenging and rewarding position within our organization, supporting a prestigious law firm.
The Supervisor is responsible for all aspects of operation, including employee development and client satisfaction.
Supervisor Duties
- Providing a full range of staff management duties to include payroll processing, time tracking, employee relations, scheduling, performance management (coaching, feedback, development planning and succession planning) and provide expertise and guidance to team members and business partners
- Collaborating with the Account Director to develop strategy, best practices and standard operating procedures and ensure documentation is kept updated
- Developing and maintain relationships with the client at all functional levels
- Proactively addressing client needs by understanding their unique business needs
- Developing and executing service improvement plans in response to client satisfaction feedback
- Ensuring client SLA’s are met or exceeded on a monthly basis
- Monitoring financial targets and ensure they are achieved on a monthly basis
- Working closely with finance to prepare the client invoice
- Creating and analyzing monthly management reports
- Directing and carrying out all aspects of employee management, including but not limited to, recruitment, payroll, time tracking, employee relations, scheduling, training, performance management, development and retention
- Supervising quality control processes and ensuring all requirements are adhered to, including conducting spot checks on work periodically during the project lifecycle
- Providing support for special projects as required
- Maintaining open communication with employees, managers and clients
- Processing requests alongside staff – this is a working supervisor position
Required Skills
- Bachelor’s Degree in a related field preferred, with a minimum of 3-5 years of professional services management or supervisory experience within a legal/law firm environment
- Expert knowledge of MS Office programs including Word, Outlook, Excel and PowerPoint
- Microsoft Office Specialist (MOS) Certification preferred
- Strong technology background with project management experience
- Proven experience building strong, cohesive and high performing teams through effective motivation and coaching methods
- Proven experience leading, developing and training staff
- Enthusiasm, aptitude, organizational skills and a willingness to learn
- Strong reasoning and problem solving skills
- Excellent verbal and written communication skills
- Ability to interact with client and team members in a professional and respectful manner
RRD IS AN EEO/AA INCLUDING VETS AND DISABLED EMPLOYER
Required Experience