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Client Operations Manager



Customer Service

Phoenix, AZ
 • 
ID: 48008
 • 
Full-Time/Regular

The Supervisor is responsible for all aspects of operations, including employee development and client satisfaction to create a high performing operation. He/she must be able to understand the business strategy and goals to execute key duties and responsibilities. Must be able to re-define processes if needed and provide subject matter expertise when working on assignments.

RRD is seeking a dynamic and seasoned Supervisor with a background and experience working in an Outsourced Service Center to lead a group of Coordinators, Document Specialists and Proofreaders in our Phoenix, Arizona location. The Manager will work in a multiple shift environment. This position is client facing and will play a significant role in the management and collaboration of activities with our clients.

The Supervisor’s duties include:

  • Provide full range of staff management duties, directing and carrying out all aspects of employee management, including but not limited to payroll processing, time tracking, employee engagement and relations, coaching, scheduling, training, performance management, development and retention
  • Collaborate with the Account Director(s) to develop strategy and best practices around process and service delivery across accounts
  • Establish and build a strong relationship with clients at all functional levels; Strive to be anticipatory of client needs by understanding their business and expectations
  • Proactively addressing client needs and escalations by understanding their unique business needs
  • Developing and executing service improvement plans in response to client feedback
  • Ensuring client SLA’s are met or exceeded on a monthly basis. Analyze and develop service improvement in response to client feedback
  • Monitoring financial targets and ensure they are achieved on a monthly basis
  • Administer the center budget, including delivery of revenue target goals; Approving estimates, creating POs, monitoring client billing, work closely with finance to prepare the client invoice and help identify and resolve potential billing questions
  • Creating and analyzing monthly management reports
  • Supervising quality control processes and ensuring all requirements are adhered to, including conducting spot checks on work periodically during the project lifecycle
  • Providing support for specialty projects as required
  • Maintaining open communication with employees, managers and clients
  • Work with the site leader on site to tackle operational issues, escalations and facility issues for the 24/7 site. Assist to maintain site needs, work with vendors and suppliers
  • Assist with recruiting new talent, developing training/orientation materials, and addressing performance concerns
  • Utilize reports to manage charge assignments, data analysis, work rates, and other productivity measures; Analyze and summarize various performance metrics including, but not limited to, utilization and customer satisfaction reports for management review
  • Collaborate and provide project management oversight during new implementations to ensure that client requirements are understood including the service solution, required timeline, procurement needs, staffing requirements, service levels, etc.
  • Support Business Development efforts by contributing to the proposal process though client site visits, solutions development, staff configuration recommendations, proposal content and other information as required
  • Utilize interpersonal and leadership skills sufficient to handle routine and non-routine business matters, including effective communication and taking direction from a diverse group of clients with professional courtesy and tact
  • Managing workflow to address production schedules, staffing needs and quality, ensuring work is delivered on-time and on-budget
  • Coordinate and direct the work activities of staff, ensuring that client expectations are met by monitoring quality and productivity while acting as a technical resource for the team and leading compliance with required operational best practices

Required Skills

  • Bachelor’s Degree in a related field preferred, with a minimum of 5-10 years of professional services management experience, operations management or supervisory experience within a legal/law firm environment
  • Expert knowledge of MS Office programs including Word, Outlook, Excel and PowerPoint and Adobe and ability to run reports and analyze data
  • Microsoft Office Specialist (MOS) Certification preferred
  • Strong technology background with project management experience
  • Proven experience building strong, cohesive and high performing teams through effective motivation and coaching methods
  • Proven experience leading, developing and training staff in fast-paced, high volume environment
  • Enthusiasm, aptitude, organizational skills and a willingness to learn
  • Strong reasoning and problem solving skills
  • Excellent verbal and written communication skills
  • Ability to interact with client and team members in a professional and respectful manner
  • service and strong written/verbal communication skills
  • Proven ability to multi-task, handle stressful situations and deadline pressures
  • Work schedule flexibility an absolute requirement based on business needs of a 24/7 operation

RRD is an EEO/AA including Vets and Disabled Employer


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