Document Production Lead

The Lead Document Production Associate delivering exceptional customer service to our clients by providing timely and accurate document production and has advanced ability to troubleshoot problems with software/hardware programs and provide instruction/training to others in the department. Role is responsible for the day-to-day production of work for a shift or site. 

• *Intakes work requests from the client; including clarification of job instructions and negotiation of deadlines with the requester.  Seeks alternate solutions to deadline requests as needed

• *Uses advanced knowledge to complete complex and/or advanced work requests; assists with all work requests as needed

• *Responsible for production of work in terms of the consistency accuracy and quality of delivery.  Focuses on individual accountability of team members and alternative planning as needed

• *Exemplifies proper professional expectations for team members when dealing with client requesters and client work requests

• *Responds to customer inquiries and complaints in a timely and professional manner

• *Assists the Supervisor or Manager in implementation of administrative and/or other procedures or systems

• *Communicates regularly with the Supervisor or Manager on issues affecting capacity response time and/or technical issues relating to work requests

• *Maintains teams adherence to company policies (conduct attire performance attendance)

• *Ensures focus and coordination is present on and between shifts in the production of deliverables to the client in order to meet or exceed the clients expectations for quality timeliness and service

• *Helps to foster a proactive environment of continuous service enhancement and relationship building with the client; encourages staff to bring forward ideas to help service quality and/or productivity

• *Trains more junior staff members as needed

• Works collaboratively ensuring lines of communication remain open and flexible within and across team members

• Actively facilitates regular production and staff meetings

• Contributes to and attends individual team member meetings with the Supervisor or Manager for performance management (reviews warnings feedback)

• Recommends individual development goals training etc. to Supervisor or Manager to enhance team skill levels

• Monitors and encourages achievement of team members training performance and development plans

• Implements new and/or revises existing procedures as needed to meet Client needs and improve productivity/utilization

Qualifications :

• Bachelors degree or equivalent with years of experience able to substitute

• Minimum of 6 years prior office experience word processing or document production experience

• Expert knowledge of Microsoft Office suite

• MS Office (Word Excel PowerPoint) certification desired

• Experience with tape and/or audio file transcription desired

• Expert software application troubleshooting skills

• Expert knowledge of and requisite computer skills for the firm-supported software; proficiency in using department-specific equipment/technology/ software and hardware as necessary to perform job functions and related applications

• Software packages may be subject to change based on work environment.  Must have ability/desire to learn new software packages

• Supervisory experience; 1 years preferred

• Ability to articulate ideas motivate the team and follow policies and procedures to manage client expectations and promote a healthy work environment

• Attention to detail with emphasis on accuracy and quality

• Outstanding communication and interpersonal relationship building skills verbally written through email and by telephone

• Ability to work in a fast-paced deadline driven team environment

• Ability to prioritize work to balance multiple projects and maintain professional composure; especially when working with immediate or escalated deadlines or issues

• Good judgment and organizational skills with sound decision-making ability and solutions-oriented approach with the ability to ask for and follow directions.

• Ability to work both independently and collaboratively as part of a team

• Handle sensitive and/or confidential documents and information

• Understands the concept and can execute the strategy of hands-on customer service

• Ability to assign the correct priority to work requests based on experience and following established guidelines

• Detail-oriented able to manage or work on multiple projects simultaneously  

Additional Information :

The salary for this role at the noted RRD location is $22.45/hour. Starting pay decisions are determined based on multiple factors including but not limited to relevant education qualifications skills experience certifications proficiency performance shift location and other business needs. Typically roles follow step progressions to a target rate or set increments over time. Depending on the role in addition to the hourly rate of pay the total compensation package may also include overtime shift differential call-in and/or stand-by pay. RRDs benefit offerings include medical dental and vision coverage paid time off disability insurance 401(k) with company match life insurance and other voluntary supplemental insurance coverages plus parental leave adoption assistance tuition assistance and employer/partner discounts.

It is the policy of Williams Lea to ensure equal employment opportunity without discrimination or harassment on the basis of race color creed religion national origin alienage or citizenship status age sex sexual orientation gender identity of expression marital or domestic/civil partnership status disability veteran status genetic information or any other basis protected by law.

Williams Lea is a drug-free workplace and performs pre--employment substance abuse testing.

All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer including disability/veterans

Remote Work :

No

Employment Type :

Full-time