RR Donnelley Job - 30921687 | CareerArc
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Company: RR Donnelley
Location: New York, NY
Career Level: Mid-Senior Level
Industries: Advertising, Media



Job Description

The On-site Supervisor is responsible for overseeing most or 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 provide client reports and serve as the primary point of contact for service activities. This individual also assists in the training, development and accountability of all RRD staff on site at a particular location. This person reports into the National Operations Manager.

  • Oversight of the team schedule and relevant client communications surrounding changes to the standard working hours of the team (including vacation, call-in availability, holiday hours, etc.)
  • Analyzes and routes incoming tasks to the appropriate resource for completion
  • Serve as primary point of contact or escalation 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
  • 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 office resources
  • For their 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
  • Provide training, development and accountability to staff onsite
  • Identify opportunities and craft solutions to improve the professionalism of onsite staff
  • Continually review existing workflow procedures and identify ways it can be improved
  • In conjunction with the National Operations Manager, regularly review onsite service lines and identify areas where improvements/enhancements can be made
  • Provide leadership, reporting and training on applicable applications deployed at the site, including but not limited to, PS Receiver, METRICS, EMS conference room software and shared email queues
  • Liaise with primary client contact at site location to identify service failure and opportunities for service improvement
  • Support the National Operations Manager in national initiatives and support needs as determined by management

Work Schedule is Monday-Friday 8am-4:30pm

RR Donnelley is an EEO/AA including Vets and Disabled Employer

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