Office Services Team Lead

Job qualifications

- High school diploma or equivalent.

- Minimum of 3 years’ experience in office services preferably in a legal, banking or large corporate environment.

- Experience leading employees in areas of process and policy adherence, and time and absence tracking.

- Experience curating workflow in an organized manner to meet deadlines occurring quickly and simultaneously.

- Intermediate computer skills required, generally using Microsoft Office.

- Familiar with procedures, software and equipment supporting applicable to service lines.

- Ability to cultivate and maintain effective working relationships with clients and team members through excellent, professional verbal and written communication skills.

- Attention to detail with emphasis on accuracy and quality.

- Ability to handle sensitive and/or confidential documents and information.

- Capable of demonstrating exemplary work ethics and professionalism at all times; maintains professional demeanor and composure at all customer service interactions.

- Ability to make independent decisions and use problem-solving skills and in line with appropriate standards/procedures.

- Excellent problem-solving skills, with the ability and understanding of when to escalate a problem to a supervisory level.

- Must be able to interact effectively with multi-functional and diverse backgrounds in a fast-paced, team environment.

- Must be self-motivated with positive can-do attitude.

Supervision

- Number and title(s) of direct reports (if any): This position may work at a location with no on-site manager and have one direct report, or work at a location with an on-site manager and have 7 or less direct reports.  Direct reports may include Office Services Associate, Sr. Office Services Associate and Office Services Workflow Coordinator

- Received: Supervisor, Manager, Director

Job relationships

- Internal: This position works closely with the Office Services team

- External: Clients

Job duties
(* denotes an “essential function”)

- *Conduct time and absence for direct reports, including ensuring system accuracy and compliance with timekeeping policies and procedures

- *Communicate with direct reports, manager and client on job or deadline issues.

- *Immediately escalate operational problems or issues to Supervisor or Manager.

- *Handle client concerns and be able to problem-solve resolutions in accordance with policies and procedures.

- *Intake jobs by being able to interpret and understand all manners of client request, and coordinate workflow within the team, prioritizing jobs and delegating duties to associates.

- *Ensure team provides outstanding service to client, while building strong customer relationships.

- *Produce required reports on schedule.

- *Assist the team in completing large or more complex jobs (i.e. large numbers of requests or high volumes of incoming/outgoing activities, expansive administrative support requests)

- *Conduct and oversee quality assurance process to maintain efficient workflow and assure client satisfaction.

- *Monitor workflow to ensure jobs are completed efficiently, accurately and within deadlines.

- *Assess incoming requests selecting the best equipment and/or resources for successful completion

- *Make sure team follows standard operating procedures.

- *Train new employees on policies and procedures.

- Load copiers with paper and toner as needed.

- Maintain all logs and reporting documentation as required.

- Additional duties may include client or manager requests, such as setting-up conference rooms with audio/visual equipment and/or furniture configuration, mail and messenger services, food and beverage services, assist with reception coverage, manage multiple phone lines and/or visitor check-in, support large or complex projects, immediate client requests, etc.

- Must be able to lift up to 50 lbs. on a regular basis.

- Adhere to Williams Lea policies in addition to client site policies.

- Use equipment and supplies in a cost-efficient manner.

Working conditions

- Position operates at sites with maximum of 24/7 operations.  Individual shift requirements will vary by site.

- Ability to work overtime as needed.

- Work is performed in a professional work environment.

- Professional attire required.

- Hazards include working with office machines (copiers, faxes, scanners, bindery equipment, paper cutters) and cleaning supplies and toner.

- Must be able to work standing up all or most of the time.

Physical/sensory requirements & environmental settings
Key to frequency codes:
R = Rarely (less than 0.5 hours per day)                      C = Continually (5.6 - 8.0 hours per day)
O = Occasionally (0.6 - 2.5 hours per day)                   N/A = Not Applicable
F = Frequently (2.6 - 5.5 hours per day)

Enter a frequency code in each space Indicated:

Physical requirements:
Sitting:                      R
Stationary standing: F
Walking:                  F
Ability to be mobile:  F
Crouching:                O
Kneeling/crawling:   O
Stooping:                O
Twisting:                   O
Turning/pivoting:      O
Climbing:                  R
Balancing:               R
Reaching overhead:   O
Grasping:                  F
Keyboarding:            F
Pinching:                 F

Pushing:                    F

Lifting:                    F

Typical weight:
5 lbs.
Typical weight:
5 lbs.
Maximum weight:
50 lbs.
Maximum weight:
50 lbs.
Other physical:

Sensory requirements:
Talking in person:                                         F
Talking on the phone:                                      F
Hearing in person:                                        F
Hearing on the phone:                                     F
Other sensory:

Environmental settings:
Safety (e.g., clothing, safety equipment):
N/A
Exposures (e.g., fumes, chemicals, vibrations, humidity, temperature, dust, noise, etc.):
Copier Noise
Operation of heavy equipment, tools, vehicles, etc.:
Paper cutter, toner, bindery equipment
Required hygiene standards (e.g., food handling, contaminated and/or sterile equipment):
N/A
Other environmental:
N/A

Statement of other duties
This document describes the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions.