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Site Manager at Epiq Global Business Transformation Solutions, LLC in Chicago, Illinois

Posted in Management 30+ days ago.

This job brought to you by eQuest

Type: Full-Time





Job Description:


It's fun to work at a company where people truly believe in what they are doing!

Job Description:

First-Level Management; Manager, Salary Supervisors. Coordinates/Manages activities of team.  Objectives/guidelines typically set by upper management, Moderate level of latitude to make decisions.  Participates in hiring, firing, promotion decisions.

Job Summary:


  • Responsible for overseeing the daily operations and ensuring exceptional client service at one of our on-site support services centers

  • A high level of client satisfaction must be maintained by responding quickly and effectively to the client’s needs

  • Continually seek to improve the operations of support service; analyzing the current systems and implementing sound practices according to EPIQ’s Standards of Operational Excellence

  • Responsible for the supervision of all Service Specialists employed at the site, including recruiting, training and development of their professional skills

  • On a monthly basis, the Site Manager will report all production volumes to the Operations Manager and review performance trends to the client in an effort to provide timely and efficient service

Senior Site Manager: (criteria for consideration)


  • Sites larger than 15 employees

  • Managers with more than 5 years of EPIQ Site Management experience

  • Sites with a monthly billable greater than $50,000

  • Expected to uphold the Standards of Service and best practices developed by EPIQ

Responsibilities:


  • Client Relations:

    • Monthly Management Report Compilation & Review

    • Attend Monthly meeting with Client

    • Assist with Annual End-User surveys

    • Ensure conformance with Semi-Annual Client Survey

    • Assist in preparation, presentation, and review of Annual Reports



  • Serves as the principal liaison between EPIQ, the client’s administration and EPIQ site employees

  • Provide excellent client service to all end-users at the site

  • Continuously look for opportunities to increase the efficiency of our operation

  • Seek opportunities to increase our capabilities and make recommendations to the key contact

  • Demonstrate proficiency in explaining all products, services, turnaround times, delivery schedules and guarantees to the client

  • Involved in marketing EPIQ’s support service offerings throughout the firm, including orienting new client clients to the methods of operation at the site

  • Recruits and interviews potential EPIQ candidates for available positions at the site

  • Hire, train, manage and evaluate all personnel assigned to the site

  • Conducts training and performance reviews with all EPIQ site team members

  • Delegates tasks to Assistant Manager, Site Supervisor and Service Specialists in order to meet all commitments

  • Works with Site Supervisors and employees to meet their individual needs and career path objectives

  • Schedules personnel to ensure compliance with performance standards and makes sure contracted hours of operation are covered without incurring overtime

  • Maintain all records and reports pertaining to production and volumes at the site

  • Maintain a proper inventory of all office supplies required for the efficiency of all support services

  • Compiles and collects all information necessary to provide the client with monthly management reports

  • Reviews the P&L for the site, responsible for managing overtime and other costs associated with their site

  • Maintains a facility that is organized and meets tour quality standards at all times

  • Comply with EPIQ policy that any information seen during the copy process is strictly confidential and is never to leave the support center and never to be talked about to anyone

  • Directs in the orientation of client personnel to EPIQ’s method of operation within the location

  • Conduct training and performance reviews with all EPIQ team members

  • Display high ethical standard, integrity, work ethic, and loyalty

Qualifications:


  • High School Diploma or equivalent, Associate Degree preferred

  • Minimum of 2 years experience in a copy/mail service center environment or other service industry

  • Previous management experience in a client service oriented field

  • Working knowledge of Microsoft products pertaining to the specific position including but not limited to Outlook, Word, and Excel etc

  • Knowledge of copy machines and utilization of typical office services equipment and technology

Job Requirements:


  • Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting

  • Ability to learn skills quickly

  • Flexibility in dealing with simultaneous projects

  • Attention to detail

  • Ability to function with a high level of patience, tact and diplomacy in handling any "complaint" situations

  • Ability to lift or move 40 lbs. or greater

  • Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 100 lbs.

  • Ability to walk, bend, kneel, stand, and/or sit for an extended period of time

  • Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.)

  • Reading, writing, and arithmetic skills required

  • Visual acuity

  • Able to convey information and ideas through speech in ways that others will understand

  • Able to listen to and understand information and ideas presented through spoken words and sentences

  • Able to speak clearly so listeners understand, identify and understand the speech of another person

  • Excellent organizational skills

  • Strong initiative required; ability to work independently with minimal direct supervision

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.