PURPOSE OF THE POSITION
The Area Manager, Digital Reporting will be responsible for the performance of digital reporters within an assigned service area. S/he will support the delivery of service excellence by setting expectations for work product quality and in relation to Esquire's digital reporter scorecard. The Area Manager will serve as a coach and trainer on digital reporting systems, technologies, and processes.
JOB DUTIES
- Participate in digital reporter selection process.
- Collaborate with stakeholders to ensure successful onboarding of new digital reporters by coordinating equipment shipment, establishing expectations and ways of working, and completing onboarding plans and 30-60-90-day reviews.
- Provide coaching and performance feedback to assigned digital reporters.
- Manage digital reporters licensure and certifications.
- Plan, organize, and conduct education for digital reporters on skills, policies, compliance, products, and services.
- Update NetSuite vendor profiles for assigned digital reporters.
- Build, maintain, and leverage strong relationships between the digital reporters and stakeholders, such as the local field office and transcription teams.
- Assist with resolving quality concerns about digital reporters' work product.
- Monitor and approve assigned digital reporters' time cards and expenses.
- Communicate with local field teams about reporter availability.
- Participate in the performance review process, including documenting poor performance and working with Human Resources to take appropriate disciplinary action when needed.
- Implement regular quality performance evaluations based on established performance expectations for record capture.
- Actively demonstrate company values.
- Perform other duties as assigned.
REQUIRED KNOWLEDGE, SKILLS or ABILITIES
- Knowledge of MS Office Suite
- Ability to learn Company's technology platforms
- Excellent interpersonal, verbal and written communication, and organizational skills
- Superior client service mentality and ability
- Proactivity and responsiveness
- Must be detail-oriented with the ability to plan work effectively, to meet the deadlines assigned, and to make sound decisions
- Ability to multi-task and shift priorities
- Ability to resolve challenges and support process improvement
- Ability to work under pressure
- Ability to establish and maintain effective working relationships with stakeholders
- Ability to follow the Company's standards and best practices for digital reporting and recording to ensure digital reporters' quality assurance measurements are met
- Knowledge of adult training principles and methods
- Knowledge of court procedures, legal documents, and legal terminology
EXPERIENCE QUALIFICATIONS
- High school diploma or equivalent required; some college experience or college degree preferred
- Five years of experience working in the legal services industry preferred.
MEASUREMENTS OF SUCCESS
- Percentage of jobs turned in on time
- Digital reporter audio/annotation quality
- Overall digital reporter performance
- Digital reporter retention rate
PHYSICAL ENVIRONMENT AND WORKING CONDITIONS
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Workspace is within a normal office environment with little exposure to excessive noise, dust, temperature and the like.
- The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.
Don't meet every single requirement? We are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply. You may be just the right candidate for this or other roles.
