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Job Description:
Job Summary:
Responsible for overseeing the daily operations and ensuring exceptional client service at one of our on-site support services centers
A high level of client satisfaction must be maintained by responding quickly and effectively to the client’s needs
Continually seek to improve the operations of support service; analyzing the current systems and implementing sound practices according to EPIQ’s Standards of Operational Excellence
Responsible for the supervision of all Service Specialists employed at the site, including recruiting, training and development of their professional skills
On a monthly basis, the Site Manager will report all production volumes to the Operations Manager and review performance trends to the client in an effort to provide timely and efficient service
Expected to uphold the Standards of Service and best practices developed by EPIQ
Responsibilities:
Client Relations:
Monthly Management Report Compilation & Review
Attend Monthly meeting with Client
Assist with Annual End-User surveys
Ensure conformance with Semi-Annual Client Survey
Assist in preparation, presentation, and review of Annual Reports
Serves as the principal liaison between EPIQ, the client’s administration and EPIQ site employees
Provide excellent client service to all end-users at the site
Continuously look for opportunities to increase the efficiency of our operation
Seek opportunities to increase our capabilities and make recommendations to the key contact
Demonstrate proficiency in explaining all products, services, turnaround times, delivery schedules and guarantees to the client
Involved in marketing EPIQ’s support service offerings throughout the firm, including orienting new client clients to the methods of operation at the site
Recruits and interviews potential EPIQ candidates for available positions at the site
Hire, train, manage and evaluate all personnel assigned to the site
Conducts training and performance reviews with all EPIQ site team members
Delegates tasks to Assistant Manager, Site Supervisor and Service Specialists in order to meet all commitments
Works with Site Supervisors and employees to meet their individual needs and career path objectives
Schedules personnel to ensure compliance with performance standards and makes sure contracted hours of operation are covered without incurring overtime
Maintain all records and reports pertaining to production and volumes at the site
Maintain a proper inventory of all office supplies required for the efficiency of all support services
Compiles and collects all information necessary to provide the client with monthly management reports
Reviews the P&L for the site, responsible for managing overtime and other costs associated with their site
Maintains a facility that is organized and meets tour quality standards at all times
Comply with EPIQ policy that any information seen during the copy process is strictly confidential and is never to leave the support center and never to be talked about to anyone
Directs in the orientation of client personnel to EPIQ’s method of operation within the location
Conduct training and performance reviews with all EPIQ team members
Display high ethical standard, integrity, work ethic, and loyalty
Qualifications:
High School Diploma or equivalent, Associate Degree preferred
Minimum of 2 years experience in a copy/mail service center environment or other service industry
Previous management experience in a client service oriented field
Working knowledge of Microsoft products pertaining to the specific position including but not limited to Outlook, Word, and Excel etc
Knowledge of copy machines and utilization of typical office services equipment and technology
Job Requirements:
Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting
Ability to learn skills quickly
Flexibility in dealing with simultaneous projects
Attention to detail
Ability to lift or move 40 lbs. or greater
Ability to walk, bend, kneel, stand, and/or sit for an extended period of time
Strong initiative required; ability to work independently with minimal direct supervision
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.