Word Processing Supervisor

Shift Option

- Saturday to Monday (Saturday-Sunday: 8:00 am - 9:00 pm, Monday: 8:00 am - 8:30 pm)

Essential Job Duties & Responsibilities

• Serve as one of the Word Processing’s primary contacts providing guidance to attorneys regarding administrative requests while projecting confidence and competence to facilitate the coordination and completion of work requests and assignment of resources

• Work with the Senior Manager and the Manager to evaluate, prioritize and assign incoming work requests to Word Processing team members and enlist support from other administrative departments as required

• Meet with attorneys to plan support of special assignments and requirements; assign and dispatch work to appropriate personnel. Respond to attorney inquiries regarding status of work requests; assess requests and coordinate support in order to meet deadlines; provide attorneys with status updates by phone or email

• Support management with the coordination and monitoring of workflows, team schedules and breaks, manage workflow queues, maintain accurate logs of all incoming and completed work (ServiceNow)

• Monitor active jobs, perform quality-control on completed jobs and review work product for accuracy prior to finalizing and responding to attorney inquiries regarding status

• Prioritize department’s workload by evaluating urgency, potential impact and implications; coordinate with management, attorneys and department staff to ensure deadlines are met

• Participate in the work of non-supervisory team members to facilitate productivity or to overcome difficult aspects of work

• Research and troubleshoot work orders and provide feedback to the Resource Center Senior Manager or Word Processing Manager as required

• Provide administrative support to management with detailed recordkeeping and report generation; including preparation of shift turnover reports as needed (included in ServiceNow)

• Review, assess and perform document creation/modification; assign them accordingly

• Arrange Word Processing conference calls, video meeting, and meeting logistics

• Coordinate with the Back Desk to prepare internal distributions and FedEx, UPS, or courier shipments; deploy messengers, taxis, or hand delivery when required

• Assess and plan training needs, evaluate job performance, conduct annual performance reviews, maintain all employee records and refer team members to the manager or senior manager for coaching and/or disciplinary discussions, as necessary

• Assess staffing requirements for the following shift and arrange additional coverage as necessary (temp/staff), including holiday coverage

• Maintain day-to-day operations and ensure a clean, organized center with adequate inventory of supplies, software and equipment

• Work flexible schedule as required

• Perform other duties as assigned

Education

Required

• High school diploma or GED

Preferred

• Bachelor’s degree

• Notary certification

Skills and Experience

Required

• 2-4 years of relevant experience in a center-based environment

• Excellent interpersonal skills and a commitment to teamwork, collaboration, and professionalism

• Ability to effectively lead, motivate and encourage Word Processing team members

• Superior customer service skills, with a view toward building relationships with internal clients, other administrative staff, and Word Processing team members to achieve results

• Ability to oversee the workflows of multiple professionals, providing assistance and support where required

• Ability to prioritize, plan work activities and meet competing deadlines in a fast-paced, deadline-driven environment

• Ability to clearly present information verbally and in writing

• Ability to follow complex oral and written instructions

• Outstanding telephone skills and etiquette

• Advanced Knowledge of MS Office Suite

• Basic math skills:  addition, subtraction, multiplication, and division

• Strong attention to detail and a commitment to providing excellent work product

• Strong analytical and problem-solving skills

• Commitment to discretion when working with sensitive and confidential information

• Client focused with the ability to quickly develop organizational astuteness and produce work within the attorneys’ and clients’ parameters and in support of the Firm’s guidelines and corporate branding

Preferred

• Knowledge of Adobe products, iManage, Numbering Assistant, DocXtools,  and Litera

• Experience in a large law firm