Document Services Supervisor

100% Remote

Schedule: 11am to 7pm (additional hours as required)

Summary

Under general management of the Director of Operations, the Document Services Supervisor will have all supervisory responsibilities for the document specialists, including overseeing their activities, workflow and ensuring shift coverage. In addition to providing hands-on support, this position will also provide expert knowledge, technical support, and training, when necessary to all direct reports, and as needed to other specialists. This person must be able to exercise discretion and work independently regarding significant matters relating to the Firm. The Document Services Supervisor works closely with other department supervisors & managers to ensure exceptional client service is maintained at all times. 

Responsibilities

• Oversee the staffing and day-to-day operations in Document Services to include:
• Supervise workflow and workload distribution across the team while providing hands on support.
• Prioritize work to ensure completion of assignments within required timeframes, coordinate workflow and special projects within the department, and solicit assistance from Team members to ensure accurate and timely results.
• Provide performance counselling and guidance, conduct performance evaluations, and make salary recommendations for staff.
• Review and approve Time Sheets and PTO requests.
• Supervise, train, and evaluate staff on the use of all firm applications and software
• Conduct new employee Document Services orientation
• Maintain a professional and courteous manner at all times, provide constructive resolution of conflicts within the Document Services Department and others in the office/firm.
• Provide oversight of the overnight/weekend vendor support; determine guidelines and approvals for submissions during working hours; provide weekly tracking of vendor metrics.
• Review customer-satisfaction survey results and reworks; provide timely feedback and monitor issues through to remediation; ensure team completes requisite trainings as identified.
• Interview potential hires and effectively onboard new team members.   Provide mentoring and guidance to new hires to ensure all training is complete.  Communicate areas of accountability and performance expected.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Ensure coverage in the event of unplanned absences, scheduled time off, and overtime requirements for the department.
• Serve as liaison with attorneys and Document Services staff.
• Effectively manage multiple and conflicting priorities.
• Maintain up-to-date knowledge and technical proficiency with the specialized applications, and upgrades in order to ensure own and respective staffs’ maximum efficiency and productivity with document services applications. Troubleshoot document and/or technical inquiries.
• Document and promote best practices, tip sheets and quick reference guides.
• Motivate, supervise, and evaluate staff; practice and foster an atmosphere of teamwork and cooperation.
• Identify and ensure Quality Control process is followed. Hold team accountable to execute to productivity, utilization, and quality standards.
• Assist clients via email or telephone or to discuss needs, requirements, and deadlines, answer and resolve problems and negotiate time requirements as appropriate.
• Develop and maintain principal user profiles.

Requirements

• Responsible for day-to-day oversight of a team of document specialists to ensure exceptional service skills and techniques are being used to service clients. Allocates and monitors daily workflow.
• Responsible for the recruiting and hiring of Document Services Specialists and Generalists and monitors training and continuing education of assigned employees to ensure capability building to support a broad spectrum of client services. Makes recommendations on exceptional client-focused candidates and provides feedback to Recruiter and Director of Operations.
• Provides coaching to document specialists on exceptional client service skills and techniques (i.e., ownership of work/tasks, exceeding client expectations, building rapport, voice inflection when communicating with clients by phone, time-service guidelines, standard operating procedures), procedural knowledge and systems. Coaching is designed and delivered using both individual and group techniques.
• Evaluates staff performance by conducting side-by-side and/or remote observations to monitor the quality of telephone service and desk workflow. Reports results and trends with recommendations on development at both the individual and team level.
• Conducts regular follow-up meetings with employees, and by providing on-going performance feedback. Recommends and/or initiates disciplinary, developmental, and personnel actions, i.e., promotions, transfers, and salary adjustments.
• Analyzes data to understand, plan and implement interactive and appropriate coaching sessions for Document Services Specialists and Generalists. Coaches to the behaviors versus the numbers.
• Encourages and promotes initiative and risk taking of staff through coaching and monitoring sessions.
• Presents group and individual coaching sessions for staff and co-workers based on identified present and future needs.
• Resolves complex client concerns through appropriate levels within the firm. Acts as a liaison to other departments to facilitate the resolution of client inquiries or complaints.
• Performs additional duties as assigned by the Director of Operations or may participate on special projects as needed.