Transcription Supervisor (Fully Remote)

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Job description

SUMMARY:

The Transcription Supervisor is responsible for developing, training, and overseeing the Transcription Project Managers and Legal Transcriber/Editors, as well as upholding the core company value of impeccable customer service. The position requires a versatile candidate with strong leadership and customer service backgrounds. It requires great attention to detail, excellent organization skills, and superb communication skills. It requires the ability to work well under pressure, easily grasp concepts, act decisively in important situations, use discretion and independent judgment, and solve problems in a professional and timely manner.

The position centers around the management of transcription jobs from beginning to end, and the employees involved in that process. This process includes receiving audio files for transcription, assigning transcription jobs to resources, responding to client requests, tracking deadlines, performing quality checks, and formatting and certifying final transcripts.

This shift for this position is Monday through Friday, 10:00am to 6:00pm ET.

ESSENTIAL FUNCTIONS:

• Lead and direct Transcription Project Managers and Legal Transcriber/Editors to ensure the team is operating efficiently, completing high-quality work, and providing impeccable client service.
• Monitor job boards, transcript calendars, and due dates, in order to oversee the transcription process through the full lifecycle: from audio track-in, assignment, transcription, quality check, finalization, and final turn-in to Production.
• Support with job track-in, job assignment, and transcript checks, as needed.
• Help ensure all client and resource emails and calls are responded to promptly and thoroughly.
• Work with senior management to establish and implement new policies, procedures, and efficiencies.
• Regularly communicate with PD's Litigation Technology Management team regarding any issues with digital reporter job submissions.
• Problem-solve difficult situations without guidance or oversight and assist direct reports with same.
• Plan for fluctuations in staff to ensure the department has proper coverage during business days.
• Review and approve timesheets and PTO requests. Monitor OT.
• Hold regular one-on-one meetings with team members.
• Establish employee performance standards and track same.
• Assist senior management with identifying employee training and development needs.
• Assist with interviewing, hiring, and onboarding new staff.
• Contribute to and participate in employee performance reviews.
• Assist in conducting department meetings to discuss topics of concern, policy changes and professional development.
• Develop training materials and hold regular team and/or individual training sessions.
• Provide suggestions on how to improve department workflows, policies, and procedures through process improvements and/or utilization of technology.
• Assist in implementation of programs and technology advancements to improve service levels, overall operational efficiency, and increase production.
• Assist in planning for team bonding events and activities to highlight PD's core values.
• Handle urgent after-hours/weekend inquiries that have been escalated to our team.
• Other duties as assigned.

• Bachelor's degree.
• At least 5 years of experience in a customer-service setting.
• At least 2 years of management experience.
• Some transcription and/or court reporting industry experience preferred.
• Knowledge of Microsoft Office programs.
• Must have great attention to detail and excellent verbal and written communication skills.
• Must be motivated, organized, and work well under pressure.
• Must be able to work well without direct supervision.
• Must have a strong sense of urgency and ability to prioritize.
• Analytical and problem-solving skills, decision-making skills, good judgment, and flexible work schedule.

Compensation details: 0 Yearly Salary

PI9fe7945d7e40-4437

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