Document Production Lead at RR Donnelley

Wheeling, West Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

30 Mar, 26

Salary

22.45

Posted On

30 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Document Production, Customer Service, Troubleshooting, Microsoft Office, Communication, Team Leadership, Attention to Detail, Time Management, Training, Problem Solving, Interpersonal Skills, Organizational Skills, Software Proficiency, Quality Assurance, Client Relations, Performance Management

Industry

Marketing Services

Description

Company Description Williams Lea by RRD is a global business support services company with a strong legacy—over 200 years of experience delivering world-class business solutions. We specialize in delivering skilled administrative support, document production, presentation design, and marketing and communications services to leading companies around the world—especially within legal, financial, and professional services industries. We’re a people-powered organization. With a presence in North America, the UK, Europe, and Asia Pacific, we have thousands of employees globally, all working together to help our clients operate more efficiently and effectively. Whether it’s supporting law firms with critical document production or helping financial institutions manage high-volume print and digital communications, we’re the behind-the-scenes team making everything run smoothly Job Description The Lead Document Production Associate delivering exceptional customer service to our clients by providing timely and accurate document production and has advanced ability to troubleshoot problems with software/hardware programs and provide instruction/training to others in the department. Role is responsible for the day-to-day production of work for a shift or site. *Intakes work requests from the client; including clarification of job instructions and negotiation of deadlines with the requester. Seeks alternate solutions to deadline requests, as needed *Uses advanced knowledge to complete complex and/or advanced work requests; assists with all work requests, as needed *Responsible for production of work in terms of the consistency, accuracy, and quality of delivery. Focuses on individual accountability of team members and alternative planning, as needed *Exemplifies proper professional expectations for team members when dealing with client requesters and client work requests *Responds to customer inquiries and complaints in a timely and professional manner *Assists the Supervisor or Manager in implementation of administrative and/or other procedures or systems *Communicates regularly with the Supervisor or Manager on issues affecting capacity, response time, and/or technical issues relating to work requests *Maintains team’s adherence to company policies (conduct, attire, performance, attendance) *Ensures focus and coordination is present on and between shifts in the production of deliverables to the client in order to meet or exceed the client’s expectations for quality, timeliness and service *Helps to foster a proactive environment of continuous service enhancement and relationship building with the client; encourages staff to bring forward ideas to help service quality and/or productivity *Trains more junior staff members, as needed Works collaboratively, ensuring lines of communication remain open and flexible, within and across team members Actively facilitates regular production and staff meetings Contributes to and attends individual team member meetings with the Supervisor or Manager for performance management (reviews, warnings, feedback) Recommends individual development goals, training, etc. to Supervisor or Manager to enhance team skill levels Monitors and encourages achievement of team members’ training, performance, and development plans Implements new and/or revises existing procedures, as needed, to meet Client needs and improve productivity/utilization Qualifications Bachelor’s degree or equivalent with years of experience able to substitute Minimum of 6 years prior office experience, word processing or document production experience Expert knowledge of Microsoft Office suite MS Office (Word, Excel, PowerPoint) certification desired Experience with tape and/or audio file transcription desired Expert software application troubleshooting skills Expert knowledge of and requisite computer skills for the firm-supported software; proficiency in using department-specific equipment/technology/ software and hardware as necessary to perform job functions and related applications Software packages may be subject to change, based on work environment. Must have ability/desire to learn new software packages Supervisory experience; 1+ years preferred Ability to articulate ideas, motivate the team and follow policies and procedures to manage client expectations and promote a healthy work environment Attention to detail with emphasis on accuracy and quality Outstanding communication and interpersonal relationship building skills verbally, written, through email and by telephone Ability to work in a fast-paced, deadline driven team environment Ability to prioritize work to balance multiple projects and maintain professional composure; especially when working with immediate or escalated deadlines or issues Good judgment and organizational skills with sound decision-making ability and solutions-oriented approach with the ability to ask for and follow directions. Ability to work both independently and collaboratively as part of a team Handle sensitive and/or confidential documents and information Understands the concept and can execute the strategy of hands-on customer service Ability to assign the correct priority to work requests based on experience and following established guidelines Detail-oriented, able to manage or work on multiple projects simultaneously Additional Information The salary for this role at the noted RRD location is $22.45/hour. Starting pay decisions are determined based on multiple factors including but not limited to relevant education, qualifications, skills, experience, certifications, proficiency, performance, shift, location, and other business needs. Typically, roles follow step progressions to a target rate or set increments over time. Depending on the role, in addition to the hourly rate of pay, the total compensation package may also include overtime, shift differential, call-in, and/or stand-by pay. RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts. It is the policy of Williams Lea to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity of expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. Williams Lea is a drug-free workplace and performs pre--employment substance abuse testing. #WLWV All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen. RRD is an Equal Opportunity Employer, including disability/veterans

Responsibilities

The Document Production Lead is responsible for delivering exceptional customer service through timely and accurate document production while troubleshooting software and hardware issues. The role includes managing work requests, ensuring quality and consistency, and training junior staff.