Team Lead - Fort Washington, United States - VIQ Solutions Inc.

Description

Innovation is at the heart of what we do

VIQ Solutions combines audio and video recording technology with speech-to-text artificial intelligence and expert transcription services to quickly create and manage digital content in the most rigid security environments including legal, criminal justice, insurance, government, corporate finance, and media.

With decades of industry experience, VIQ offers end-to-end solutions to increase document workflow efficiency, reduce cost and simplify access to digital evidence, secure the value of spoken word, and deliver meaningful information in a timely manner to meet client needs.

What we offer
opportunity to grow in a fast-paced environment
a good work-life balance with flexible start and finish times
clearances are covered by company cost
Friendly and supportive team

VIQ Solutions Values and Culture VIQ Solutions values workplace diversity and is committed to providing a supportive, inclusive and respectful work environment.

We welcome people with diverse skills, experiences, perspectives, and backgrounds, and encourage applications from Aboriginal and Torres Strait Islander People, people with disabilities, people that identify as LGBTIQ+, and people from culturally and linguistically diverse backgrounds.

Job Description

Your Role
Reporting to the Transcript Manager this role is based in our Melbourne office. This role is responsible for leading, coaching and developing a high performing production team.

You will have full accountability for your team and your key focus will be on continuous improvement, delivering on KPIs and goals.

You will mentor and motivate your team to generate a positive and engaging work environment and will support your team with any performance related issues.

Additionally, you will develop strong relationships across the organisation and work closely with key stakeholders to ensure a positive whole of business approach to the management of workloads.

The purpose of this role is to manage/supervise the day-to-day functions of the Melbourne Transcription department to promote a culture and environment that aligns to the company mission and values and to achieve the overall objectives, and goals of the company strategy to provide and deliver exceptional client services.

Core objectives and tasks of the role include:
People Management
Meet internal and external client deadlines
Manage and support teams to achieve agreed goals (KPIs) and objectives
Align the department to the company mission and values

Duties of this position:
Lead, coach and mentor your team to ensure they are achieving KPIs and business objectives
Foster a team culture that can respond flexibly to the need of the organisation and our clients
Contribute to the organisations strategic objective and deliver on operational requirements, including communicating and managing the change process
Oversee implementation and process improvement initiatives by assessing the current process, analysing ways to improve efficiency, performance, service outcomes and the customer experience
Coordinate with the Workflow/Allocations Team to forecast FTE requirements for daily and future demands
Ensure quality hiring, training and retention of staff
Identify team training and development requirements ensuring the team is adequately skilled and well placed to achieve in their roles
Take a proactive approach to managing performance concerns and focus on continuous improvement
Manage administrative tasks and reporting requirements
Other duties as requested by the Head of Production of Transcript Manager.
Desired Skills and Experience


Capabilities:
Collaborative team member, able to work with all levels of staff and develop cross-functional relationships.
Ability to creatively inspire and motivate to achieve and exceed performance goals.
Demonstrated success at driving operational efficiency and improved customer satisfaction.
Excellent communication, collaboration and relationship management skills
Ability to guide individual and group performance.
Ability to problem solve through analysis and ongoing feedback.
Ability to make decisions and offer solutions to improve overall performance
Work well under pressure, be flexible and not afraid of a challenge or change
Team player, self-driven and a logical thinker that likes to work in a fast-paced and challenging environment.
Strong communication skills, both written and verbal
Demonstrated reporting capabilities
Qualifications and Experience

Highly Desired:
Proven experience in a Team Manager or People Leader role in a client focused service-based organisation
Demonstrated experience in managing a large team and in providing effective evidence based, performance feedback
Highly developed ability to build teams, involve people and motivate and recognise others
Experience in negotiation, handling conflict and confrontation, and facilitating resolution
Well-developed interpersonal and problem-solving skills
Excellent communication and relationship building skills
Capacity to undertake on the job training to be competent in:
Salesforce and/or other CRM and workflow platforms
HR Management and payroll platforms such as ELMO and MitreFinch
An understanding of Netscribe and general day-to-day of the transcriptionists workflow.
Quality

You must comply with and ensure that all other personnel comply with the CFC's Quality System to meet RTAC, NATA, NHMRC, ISO9001 and other relevant state and commonwealth legislative standards.

Workplace Health and Safety

Managers are responsible for taking reasonable care for the health and safety of themselves and others by ensuring all health and safety equipment is used correctly including PPE; reporting any injuries, unsafe conditions, equipment, or practices, as soon as practicable; and co-operating with management to ensure all health and safety obligations are complied with.

Managers are also responsible for maintaining a working environment that is safe and without risk to health by ensuring workplace policies, procedures and systems are reviewed and maintained; implementing the information, promoting health and safety in the workplace; and maintaining consultation mechanisms.

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