Document Services Supervisor

  • Location
    Philadelphia, Pennsylvania
  • Job type
    Direct Hire
  • Category
    Office, Clerical & Administrative - Secretarial

The Supervisor will have all supervisory responsibilities for personnel (within the client’s team),
including overseeing their activities, workflow and ensuring shift coverage. In addition to serving as a
backup workflow scheduler, this position will also provide expert knowledge, technical support and
training, when necessary to all direct reports, and as needed to other Specialists in an effort to complete
assigned jobs. This position will work closely with the Manager who will serve as the liaison for all
stakeholders using the services of the department. This person must be able to exercise discretion
and work independently regarding significant matters relating to the client.


Team Management
 Supervise Team members that are employees. Responsible for conducting performance
evaluations, and goal setting; as needed work with Manager and Human Resources on any needed
employee counseling and/or discipline.
 Ensure coverage in the event of unplanned absences, scheduled time off, and overtime requirements
of personnel in the department; engage Manager if coverage cannot be arranged using
personnel and is required. This is a critical function and is key – may require “off hours” communication
w/ manager and others.
 Review customer-satisfaction survey results and reworks; provide timely feedback and monitor issues
through to remediation; ensure team completes requisite trainings.
 Support the Manager in her role resolving grievances and issues raised by lawyers, paralegals and
other job requestors.
 Maintain up-to-date knowledge and a high level of technical proficiency with the automation, specialized
applications and upgrades in order to ensure own and respective staffs’ maximum efficiency and
productivity with applications supported by the Team. Troubleshoot document and/or technical
inquiries. At the request of the Manager test and troubleshoot new applications and upgrade releases
as necessary.
 Effectively onboard new team members. Ensure all training is complete and mentor is assigned.
 Conduct team meetings as appropriate; Enforce department policies and hold team accountable to
 Document and promote best practices.

Workflow Management

 Backup support with coordinating workflow and workload distribution across the team using
ServiceNow (Workflow Tool). Ensure Quality Control process is followed. Hold team accountable to
execute to productivity, utilization and quality standards.
 Serve as a liaison with customers to intake work in a highly professional and friendly manner.
 Prioritize work to ensure completion of assignments within required timeframes, coordinate workflow
and special projects within the department, and solicit assistance from team members to ensure
accurate and timely results.
 Report to Manager all issues related to the operations, staffing and other problems that may affect
workflow in the department.
 Help develop and maintain principal user profiles.

General Management
 Assist customers with questions or problems via email, telephone or remote computer access. Provide
support for customers in resolving document and other application problems referred by the IT Help
Desk and customers.
 Participate in departmental project teams and task forces designed to streamline workflow and/or
resolve issues; assist with various projects and initiatives as assigned.
 Assist Manager as requested to research job tickets and review assigned jobs.
 Serve as an ambassador of the services available from the department
 Practice and foster an atmosphere of teamwork and cooperation.
 Perform any and all duties as necessary and as assigned by Manager for efficient functioning of the

College degree preferred.
 7-10 years minimum experience in word processing and/or legal secretarial experience, document
production methods, environments and technology in a law firm environment including ability to provide
basic and advanced technical training and guidance to department staff and customers.

 3-5 years of supervisory/people and process management experience, preferably in a law firm
environment as a supervisor, lead or senior document/word processing specialist.
 In depth knowledge of the Firm’s Policies and Procedures.
 Excellent written and verbal communication skills.
 Strong interpersonal skills.
 Ability to prioritize and coordinate work.
 Ability to maintain confidential information.
 Ability to make objective, independent judgments.
 Ability to think critically in a pressured environment.
 Ability to clearly and effectively communicate with varying levels of people within the organization.
 Ability to work productively and cooperatively with other employees.
 Ability to constantly learn new skills as they become necessary.
 Vision: ability to see well enough to read materials and computer screen 80% of the time.
 Hearing: ability to hear well enough to talk on the phone 15% of the time.
 Posture: ability to sit for approximately 40% of the time and to stoop up and down 10% of the time.

  • Apply with Adecco

Reference number US_EN_2_027647_136403