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Job Description:

The Administrative Support Manager of Document Processing will oversee the direct activities and workflow coordination, special projects, and workload distribution of the document processing team. This position will serve as the liaison for all stakeholders using the services of the department. This person must be able to exercise discretion and work independently regarding significant matters relating to the client. This position is located at an Epiq facility or a client office. This position is an onsite position. It is not a hybrid or remote position.

RESPONSIBILITIES

Oversee and direct the day-to-day business operations of the departmentManage all performance management related duties with assistance from HR and team supervisor, as needed, to ensure employees are meeting performance standards and adhering to company policiesEnsure all team members achieve the goals and objectives of the department identifying issues and problems and recommending solutions to managementMaintain daily contact with customers in person, via telephone and through email to discuss needs, requirements, and deadlines, answer and resolve problems and negotiate time requirements as appropriate.Implement and maintain quality control mechanismsReport utilization and productivity metrics to the client and provide expert knowledge, technical support, and training to the team to ensure operational efficiencyWork closely with the training team to evaluate skill sets, staff training, and development programs and customer service standardsManage recruiting, interviewing, and selection of candidates for open positionsTest and troubleshoot new applications and upgrade releases, as necessaryDevelop and generate statistical reportsReview customer satisfaction survey results and reworks; provide timely feedback and monitor issues through to remediation; ensure team completes requisite trainingsResolve grievances and issues raised by lawyers, paralegals and other job requestorsConduct team meetings as appropriateDocument and promote best practices, tip sheets, and QRGsPractice and foster an atmosphere of teamwork and cooperation

REQUIREMENTS

Bachelor’s degree or equivalent experience7-10 years’ experience in a supervisor role or process management, preferably in a law firm environmentAdvanced knowledge of legal policies and proceduresExcellent written and verbal communication skillsStrong interpersonal skillsAbility to organize, prioritize, and coordinate multiple assignmentsMaintain confidential informationMake objective, independent judgmentsAbility to excel under pressure and provide quality work productClearly and effectively communicate with varying levels of people within the organizationWork productively and cooperatively with other employees

The Compensation range for this role is 84,000 to 126,000 USD per hour and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications. A relocation stipend may be available for candidates m

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.