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    Document Services Supervisor - Phoenix, United States - Epiq

    Epiq
    Epiq Phoenix, United States

    2 weeks ago

    Default job background
    Description

    It's fun to work at a company where people truly believe in what they are doing

    Job Description:

    Job Summary:

    Document Services Supervisor will perform oversight responsibilities for Epiq personnel including overseeing the Document Processing activities, workflow, and ensuring shift coverage. The position will provide expert knowledge, technical support, and training, when necessary, to all direct reports and specialists. This position will work closely with the manager, who will serve as the liaison for all stakeholders using the services of the department. This position is located at an Epiq facility or a client office.

    Essential Job Responsibilities:

    • Provide direct supervision to the team and assist with performance management related duties
    • Coordinate coverage in the event of unplanned absences, scheduled time off, and overtime and escalate to the manager as needed, including notifying them of any operations related issues
    • Review customer-satisfaction survey results and reworks; provide timely feedback and monitor issues through to remediation; ensure team completes requisite trainings
    • Assist the manager in reviewing assigned jobs, researching job tickets, resolving grievances and issues raised by lawyers, paralegals, and other job requestors
    • Maintain up-to-date knowledge and a high level of technical proficiency with the automation, specialized applications, and upgrades troubleshoot document and/or technical inquiries
    • Onboard new team members and ensure all training is complete and mentor is assigned
    • Document and promote best practices
    • Help develop and maintain principal user profiles
    • Test and troubleshoot new applications and upgrade releases
    • Assist customers with questions or problems via email, telephone, or remote computer access. Provide support for customers in resolving document and other application problems referred by the IT Help Desk and customers
    • Participate in departmental project teams and task forces designed to streamline workflow and/or resolve issues
    • Serve as an ambassador of the services available from the department
    Qualifications & Characteristics:
    • HS Diploma or equivalent, Associate's degree preferred, or equivalent experience
    • 3-5 years' experience in a supervisor role or process management, preferably in a law firm environment
    • Advanced knowledge of legal policies and procedures
    • Excellent written and verbal communication skills
    • Strong interpersonal skills
    • Ability to organize, prioritize, and coordinate multiple assignments
    • Maintain confidential information
    • Make objective, independent judgments
    • Ability to excel under pressure and provide quality work product
    • Clearly and effectively communicate with varying levels of people within the organization
    • Work productively and cooperatively with other employees
    If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us

    It is Epiq's policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual's race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq's policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.
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