Documentation Supervisor

This role is primarily responsible for managing as well as executing documentation for clients. This is a player-coach role and reports to the Customer Service Manager. The standard hours are Monday through Friday from 8:30am to 5:30pm. Due to the deadline-oriented nature of the role, extra hours may be required to ensure client satisfaction.

Description:

To plan and prioritize daily/weekly routines of Documentation Team

Monitor key metrics to ensure department success. (Quality/Timely production of BL; Accuracy of invoice; Quality/Timely Manifest)

Monitor e-mail boxes to ensure completion of Service Requests within 2hs

Constant support to Documentation Team including involvement daily routines

Back-up of the Team during bottle-necks situations

Promote Customer Focus

Verifying that the CSRs are following to the defined guidelines & policies.

Ensure that all members understand the team's objecti...