Manager, Resource - Cleveland, OH

Description

PURPOSE OF THE POSITION

• Build and leverage strong relationships to manage all service partner resources (court reporters, affiliates, videographers, interpreters) within office(s) service area (may include multiple offices throughout a region)

• Enable achievement of RARE (revenue after reporter expense) margin objectives for the office(s) through sound decision-making around service provider utilization

• Support delivery of service excellence by setting expectations and inspecting service partner work product quality with a reference to the company’s Service Partner Scorecard, including ensuring:

  • On-time attendance

  • Professional conduct and dress

  • Transcript and/or video quality

  • On-time transcript/video and exhibit turnaround (turn in)

JOB DUTIES

• Utilize all available information to assign most appropriate resource to every job in consideration with RARE margin as well as service partner scorecard

• Confirm affiliate coverage by noon and other resources by 3PM daily by applying established best practices

• Collaborate with production to immediately resolve reporter quality concerns with remedial action if necessary

• Build and nurture working relationships with all area service partner resources

• Collaborate with Operations Manager to provide regular and ongoing communication and training for reporter resources, including:

  • Performance reporting

  • Product and services education

  • Proactively manage jobs in progress to ensure on-time reporter turnaround by applying best practices

  • Support onboarding of new service partners

  • Job turn-in via the Service Partner Portal

  • Provide local support for service partner issue resolution

• Perform other duties as needed in support of office/area client satisfaction to including answering phone calls

• Actively demonstrate company values

• Other duties as assigned

Qualifications

REQUIRED KNOWLEDGE, SKILLS or ABILITIES:

• Knowledge of MS Office Suite, including Publisher, Excel, and PowerPoint

• Ability to learn Company’s technology platform

• Excellent interpersonal, verbal and written communication, and organizational skills

• Superior client service mentality and ability

• Proactivity and responsiveness

• Team player, ability to work closely with others for a common goal

• Must be detail-oriented with the ability to plan work effectively, to meet the deadlines assigned, and to make sound decisions

• Ability to multi-task and shift priorities

• Ability to resolve challenges and support process improvement

• Ability to work under pressure

MEASUREMENTS OF SUCCESS:

• Percentage of jobs turned in on time and percentage of late jobs in taken status

• Reporter quality measured by reporter lates/no shows and reporter errors

• Consistency of utilization of court reporters, independents, or affiliates

• RARE (both company-wide and regional/office performance)

• Revenue

• EBITDA

MINIMUM QUALIFICATION:

• College degree preferred

• Minimum 3 years of experience with scheduling and client services

PHYSICAL ENVIRONMENT AND WORKING CONDITIONS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Workspace is within a normal office environment with little exposure to excessive noise, dust, temperature and the like.

• The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.

Don’t meet every single requirement?  We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply. You may be just the right candidate for this or other roles.