Monday-Friday, 8:30am - 5:30pm Supervise e-billing employees to 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 performanceSupervise 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 accordinglyEnsure that billing workloads are appropriately weighted and balancedResponsible for employee lifecycle including, but not limited to, interviewing and onboarding, training, development, planning for key roles, and off-boarding managementIdentify areas for additional training to ensure that skill levels are uniformly excellent across the group Monitor client inventory balances assigned to team members based upon job specifications; ensures timely billing of unbilled balances and consistent follow-up on accounts receivableEnsure that team members follow established workflow process e-billing, including necessary reviews and approvals Serve as initial point of contact and aid team members with daily questions and concernsRespond 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 satisfactionEnsures consistent and regular communication with law firm around aged balances and invoices and identifies and elevates problem accounts to managementMaintain a thorough knowledge of client billing and payment terms, discount arrangements, lawyer and client preferencesExecute required administrative reports, activities, processes related to the people and/or production both on time and in accordance with appropriate standards of operationSupport manager with P&L activities; understand impact of overtime and time-off to avoid non-billable chargesEnsure e-Billed invoices are transferred to the e-billing vendor in a timely fashionEnsure team member compliance with company and client policies, service level agreements (SLAs) and expected quality of work, utilizing corrective action when necessaryWork with manager to create development plans and challenging assignments for team membersEnable team members to perform through setting goals and objectives, identifying priorities, and providing regular and consistent communication using ongoing performance feedback, individual and group meetingsMay support materials included in monthly Client Service Review (CSR) or Quarterly Business Reviews (QBRs)Have a strong knowledge of the client’s businesses and the impact of our servicesFoster cross-training and a sense of team work to optimize client service delivery