Operations Lead

Company Description

RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industry’s most trusted portfolio of creative execution and world-wide business process consulting, with services designed to lower environmental impact. With 22,000 clients, including 93% of the Fortune 100, and 32,000 employees across 28 countries, RRD brings the expertise, execution, and scale designed to transform customer touchpoints into meaningful moments of impact.

Job Description

Shift: M-F; 7am-3:30pm

The GO Creative Team Lead is responsible for overseeing all aspects of the services provided on a specific shift in a particular location, including staff, workflow, quality assurance, customer feedback, etc. This individual will also provide client reports and serve as the primary point of contact for service activities. The GO Creative Team Lead's duties include, but are not limited to the following:

Responsibilities:

• Oversight of the team schedule (local and regional) and relevant client communications surrounding changes to the standard working hours of the team (including vacation, call-in availability, holiday hours, etc.)
• Analyze and route incoming tasks to the appropriate resource for completion
• Serve as primary point of contact for incoming requests to the department across all applicable service lines
• Interface with client teams to gather detailed information in order to better understand the nature and requirements of their request
• Build detailed job tickets for each request using the workflow management tool
• Assist Operators and Proofreaders with queries as needed
• Review quality of Word processing and proofreading requests
• Release jobs to requester using professional communication skills, and inform requestors of any important details that were discovered during job production
• Ensure timely return of all jobs; and reach out to requestors to renegotiate deadlines and communicate job challenges when necessary
• Provide feedback to management and/or team members on performance and quality
• Analyze requests to decide how request should be performed and to determine the appropriate resource to handle the request
• Direct requests to appropriate departments and coordinate with local and off-site office resources
• For respective shifts, ensure all work is performed according to prioritized schedules/deadlines - and that all deadlines are met or effectively renegotiated according to established SLAs
• Work with local managers to review service metrics and identify variances and areas of opportunities
• Ensure effective communication and relationships with end users across all service offerings
• Oversee quality control processes and ensure all requirements are adhered to, including conducting spot checks on all work from time-to-time during the project lifecycle
• Assist in analysis of client feedback and provide accurate reports/analysis to local managers
• Provide level two escalation point for issue troubleshooting
• Deliver support for specialty projects as required
• Identify and offer ideas on service/process enhancements to the local manager based on client feedback or service level metric performance
• Monitor and maintain policies and procedures to staff

Qualifications

• Ability to work independently with limited supervision
• Ability to produce accurate work product and strong attention to detail
• Flexibility to work overtime if required
• Excellent knowledge Microsoft Word, Excel, PowerPoint
• Excellent written and oral communication with ability to state messages in a clear manner and analytical skills
• Provide premiere service to clients with a "can do" attitude
• Associate's Degree in discipline related to functional work 3 years experience in similar role and industry
• Prior team lead or supervisory experience preferred
• Experience and exposure to any of the below legal software applications will be an added advantage: Microsoft Office Word, PowerPoint, Excel, Visio, Outlook, Phillips Speech Exec, Bighand Digital Dictation, Best Authority, DocXtools, Omnipage, Forte, MacPac, Numbering Assistant, Forms Assistant, Nuance, Workshare Compare, iManage Desksite or Filesite, Adobe Acrobat, Dreamweaver, E-Transcript Bundle Viewer, and Citrix Workspace
• Experience and exposure in any of the legal word processing tasks below would be an added advantage; Creating TOAs, TOCs, inserting automated cross references, converting PDFs to Word using a variety of software, applying Word styles using macros, troubleshooting problem documents including redlines and documents containing multiple numbering schemes, style separators, cross references, and other automated fields
• Experience redacting, revising, and bookmarking PDFs using Adobe Acrobat Prior document processing experience in a team environment Knowledge of Legal terminology and procedures a plus

Additional Information

The rate of pay for this role at the noted location is $55,100 to $82,700. In addition to base pay, depending on the role, the total compensation package may also include [a sign-on bonus of $2,000], overtime, shift differential, call-in, and stand-by pay. RRD offers benefits including medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with match, life insurance and other voluntary supplemental insurance coverages, plus tuition assistance, maternity leave, adoption assistance, and employer/partner discounts.

RRD is an Equal Opportunity Employer, including disability/veterans