Administrative Supervisor

Williams Lea by RRD is a global business support services company with over 200 years of experience delivering world-class business solutions. We specialize in skilled administrative support, document production, presentation design, and marketing and communications services for leading companies, particularly in legal, financial, and professional services industries. With a presence in North America, the UK, Europe, and Asia Pacific, we employ thousands globally to help clients operate efficiently.

About the role

The Administrative Services Supervisor is an independent leader providing exceptional customer service by delivering timely and accurate administrative support at an advanced level. This role oversees day-to-day administrative services for a shift or site, empowering and enabling the team to execute service delivery, achieve operational excellence, and support team members’ growth and development.

Responsibilities

• Supervise the team’s day-to-day work assignments in administrative services, including answering phone lines, providing customer service, supporting specialized projects, editing, proofing, converting, creating, transcribing, or completing document production requests, and data entry for expenses, time, invoices, and other areas as needed. Includes supervision of projects and ad hoc requests to ensure efficient, accurate completion within deadlines.
• Ensure quality service delivery through standard operating procedures, alignment with the account plan, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance.
• Respond to customer inquiries in a timely and professional manner; keep clients and managers informed of significant and potential issues, and communicate proposed solutions or processes to avoid future issues. Resolve escalated client issues to maintain high customer satisfaction.
• Manage the employee lifecycle, including interviewing, onboarding, training, development planning for key roles, and off-boarding.
• Ensure team member compliance with company and client policies, service level agreements (SLAs), and expected quality of work; utilize corrective action when necessary.
• Enable team performance by setting goals and objectives, identifying priorities, and providing regular communication through ongoing performance feedback, individual and group meetings.
• Supervise staffing and workflow volumes; use workflow management systems to allocate staffing resources by shift or service line based on work volumes.
• Execute required administrative reports, activities, and processes related to people and/or production, ensuring timely completion and adherence to operational standards.
• Interact with clients over the phone, via video, or electronically. Support managers with P&L activities, including understanding the impact of overtime and time-off to avoid non-billable charges.
• Support materials included in monthly Client Service Reviews (CSR) or Quarterly Business Reviews (QBRs).
• Maintain strong knowledge of the client’s businesses and the impact of our services.
• Foster cross-training and teamwork to optimize client service delivery. Train junior staff members as needed.
• Adhere to Williams Lea and client site policies. Use equipment and supplies in a cost-efficient manner.

Requirements

• Bachelor’s degree or equivalent experience required.
• Minimum of 1 year of supervisory or leadership experience required; 2 years strongly preferred.
• Minimum of 4 years of administrative support experience in a professional organization, preferably in the legal or banking industry, or 3 years of experience performing administrative duties for a Williams Lea client operation.
• Advanced skills in MS Office software (Word, Excel, PowerPoint); strong keyboarding and typing skills.
• Familiarity with other software programs used for administrative support.
• Strong attention to detail; ability to work on multiple projects simultaneously in a fast-paced environment while meeting deadlines.
• Ability to handle sensitive and/or confidential documents and information.
• Ability to make independent decisions that conform to business needs and policy.
• Ability to troubleshoot complex tasks or concerns independently and discern when escalation is required.
• Ability to maintain professional composure under immediate deadlines.
• Ability to work both independently and collaboratively as part of a team.
• Extensive experience with business terminology, document production formats, and reference resources.
• Excellent verbal and written communication and interpersonal skills for professional and customer service-oriented interactions.
• Good judgment, organizational skills, and a solutions-oriented approach with the ability to follow directions.
• Self-motivated to ensure personal production and team success.
• Proficient in using equipment, technology, software, and hardware necessary to perform job functions.

Pay

RRD's current salary range for this role is $53,500–$80,200 per year. The range may be adjusted based on geographic location and may change in the future. Compensation decisions are based on factors such as education, skills, experience, proficiency, performance, shift, and location.

Benefits

• Medical, dental, and vision coverage.
• Paid time off.
• Disability insurance.
• 401(k) with company match.
• Life insurance and other voluntary supplemental insurance coverages.
• Parental leave.
• Adoption assistance.
• Tuition assistance.
• Employer/partner discounts.