Document Services Supervisor

About the role

We provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel. A Document Services Supervisor will perform oversight responsibilities for Opensity personnel, including overseeing Document Processing activities, workflow, and ensuring shift coverage. The position will provide expert knowledge, technical support, and training to all direct reports and specialists, and work closely with the manager, who serves as the liaison for all stakeholders using the department’s services.

Responsibilities

• Provide direct supervision to the team and assist with performance management duties
• Coordinate coverage for unplanned absences, scheduled time off, and overtime; escalate operations-related issues to the manager
• Review customer satisfaction results and rework; provide timely feedback and monitor issues through remediation
• Assist the manager in reviewing assigned jobs, researching job tickets, and resolving grievances raised by project requestors
• Maintain up-to-date knowledge and technical proficiency with automation, specialized applications, and upgrades
• Onboard new team members, ensure training completion, assign mentors, and verify team completes requisite trainings
• Document and promote best practices
• Help develop and maintain principal user profiles
• Test and troubleshoot new applications, upgrade releases, and document or technical inquiries
• Provide support for users resolving document and application problems referred by IT Help Desk or users
• Participate in departmental project teams and task forces to streamline workflow or resolve issues
• Serve as an ambassador of the services available from the department

Requirements

• HS Diploma or equivalent; associate’s degree or equivalent experience
• 3-5 years’ experience in a supervisory or process management role, 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 produce quality work
• Clearly and effectively communicate with varying levels within the organization
• Work productively and cooperatively with other employees

Pay

The compensation range for this role is up to $34.00 USD per hour and may be eligible for an annual bonus. Actual compensation within that range will depend on the individual’s location, skills, experience, and qualifications.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Paid Time Off (PTO)