Williams Lea is hiring for a Document Production Supervisor to work onsite at the client's Wheeling, WV office Monday through Friday, 6 am - 3 pm OR 3 pm - 12 am! ( denotes an “essential function”)Supervise the team’s day-to-day work assignments in document production services, including but not limited to document production, word processing, prooing; includes supervision of projects and ad hoc requests to ensure efficient, accurate completion within deadlinesEnsure 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 performanceRespond 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 satisfactionResponsible for employee lifecycle including, but not limited to, interviewing and onboarding, training, planning for key roles, and off-boarding managementEnsure team member compliance with company and client policies, service level agreements (SLAs) and expected quality of work, utilize corrective action when necessaryEnable team members to perform through setting goals and objectives, identifying priorities, and providing regular and consistent communication using ongoing performance feedback, individual and group meetingsSupervise 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 accordinglyExecute 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 chargesMay 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 deliveryMay train more junior staff members, as needed