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On Site Supervisor - Legal
RR Donnelley
RR Donnelley
 
Job Location: Washington, DC
Job Type: Full-Time/Regular
On Site Supervisor - Legal

Administration

Washington, DC
ID: 45874
Full-Time/Regular


The Onsite Supervisor is responsible for overseeing all aspects of the services provided on a specific shift in a particular location, including staff, workflow, quality assurance, customer feedback, etc. This individual will also provide client reports and serve as the primary point of contact for service activities. This person reports into the Onsite Manager.

Expectations

  • Oversight of the team schedule (local and regional) and relevant client communications surrounding changes to the standard working hours of the team (including vacation, call-in availability, holiday hours, etc.)
  • Analyzes and routes incoming tasks to the appropriate resource for completion
  • Serve as primary point of contact for incoming requests to the department across all applicable service lines
  • Interface with client teams to gather detailed information in order to better understand the nature and requirements of their request;
  • Analyze requests to decide how request should be performed and to determine the appropriate resource to handle the request;
  • Direct requests to appropriate departments and coordinate with local office resources;
  • For their respective shifts, ensure all work is performed according to prioritized schedules / deadlines and that all deadlines are met or effectively renegotiated according to established SLAs
  • Work with local managers to review service metrics and identify variances and areas of opportunities
  • Ensure effective communication and relationships with end users across all service offerings
  • Oversee quality control processes and ensure all requirements are adhered to, including conducting spot checks on all work from time-to-time during the project lifecycle
  • Assist in analysis of client feedback and provide accurate reports/analysis to local managers
  • Provide level two escalation point for issue troubleshooting
  • Deliver support for specialty projects as required
  • Identify and offer ideas on service / process enhancements to the local manager based on client feedback or service level metric performance
  • Implement improvement plans to enhance service results
  • Monitor and maintain policies and procedures to staff
  • Provide performance feedback to each member of the RRD Service team within the operation
  • Perform Coaching and Counseling sessions with staff as necessary and in conjunction with Onsite Manager and RRD Human Resources
  • Communicate with Onsite Manager, Region Manager, and other Supervisors on all aspects of operation, customer service, and staff related issues
  • Participate in regular operational performance / improvement meetings regarding service, financials, staffing, and customer requirements
  • Lead projects as directed by Onsite and Regional Management

Shift Available: Monday-Friday 11am-8pm



Required Skills
  • 3-5 years experience in similar service environment
  • Experience within a law firm preferred
  • Prior supervisory experience required
  • Bachelors Degree in discipline related to functional work preferred
  • Excellent knowledge Microsoft Word, Excel, PowerPoint
  • Ability to quickly learn proprietary systems
  • Excellent written and oral communication with ability to state messages in a clear manner
  • Must possess a team oriented and can do attitude
  • Strong Customer Service skills are required
  • Must have strong problem-solving capability

RRD is an EEO/AA including Vets and Disabled Employer

OTJ-ADM





RR Donnelley



For challenging and rewarding career opportunities with an innovative industry leader, consider RR Donnelley. RR Donnelley provides communications and consultative business services to a who’s who of US and international clients. A FORTUNE 500 company with locations around the world, RR Donnelley produces printed and digital communications. You probably touch our products almost every day. With a reputation for excellence built over 145 years plus a portfolio of patents and breakthrough new products, RR Donnelley is building for a strong future.

We are a business-to-business company offering opportunities in a variety of disciplines. RR Donnelley is strongly committed to setting ambitious goals, rewarding performance, and providing opportunities for personal and professional growth. We offer competitive compensation and benefit packages.

RR Donnelley is an EEO/AA Employer
 
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