Document Production Supervisor

Job Description

Position summary

The Document Production Supervisor is an independent leader, helping manage day-to-day people, operations and client needs across single or multiple service offerings. The supervisor empowers and enables their team to execute service delivery, deliver operational excellence, and supports their team members growth and development.

Job duties

(* denotes an essential function)

• *Supervise the teams day-to-day work assignments in document production services, including but not limited to document production, word processing, proofreading; 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 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 client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client to ensure a high level of customer satisfaction
• *Responsible for employee lifecycle including, but not limited to, interviewing and onboarding, training, planning for key roles, and off-boarding management
• *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 members to perform through setting goals and objectives, identifying priorities, and providing regular and consistent communication using ongoing performance feedback, individual and group meetings
• *Supervise staffing and workflow volumes; use workflow management system to effectively utilize headcount based on work volumes and allocate staffing resources by shift or service line accordingly
• *Execute required administrative reports, activities, processes related to the people and/or production both on time and in accordance with appropriate standards of operation
• Support manager with P&L activities; understand impact of overtime and time-off to avoid non-billable charges
• May support materials included in monthly Client Service Review (CSR) or Quarterly Business Reviews (QBRs)
• Have a strong knowledge of the clients businesses and the impact of our services
• Foster cross-training and a sense of team work to optimize client service delivery
• May train more junior staff members, as needed

Statement of other duties

This document describes the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions.

Working conditions

• Work is performed in a professional work environment.
• Adhere to business/client dress codes.
• Hazards include working with office machines (computers, peripherals, copiers, faxes, scanners, bindery equipment, paper cutters, paper, toner) and cleaning supplies.