ARC Workflow Administrator

Cozen O'Connor•Philadelphia, PA

6d•$90,000 - $105,000

About The Position

The ARC Workflow Administrator manages workflow operations within the Attorney Resource Center (ARC), ensuring work is assigned, picked up, and completed according to established service standards. As a central coordination point, the role supports efficient workflow management, balanced workloads, and consistent service delivery across the department. The position helps work move efficiently through the department and supports a responsive, consistent, high-quality service experience for attorneys and business professionals.

Requirements

Strong organizational, prioritization, and time management skills, with the ability to manage multiple workflow demands simultaneously.
Excellent communication, customer service, problem-solving, and relationship-building skills.
Ability to work independently, exercise sound judgment, and collaborate effectively with team members, attorneys, and leadership.
Demonstrated experience in a fast-paced service environment with a strong focus on responsiveness, quality, accuracy, professionalism, and client service.
Proficiency with workflow management systems.
Ability to adapt to changing priorities, manage competing demands, and respond effectively to urgent business needs.

Nice To Haves

Working knowledge of legal support functions and how legal support tasks are completed from intake through completion.
Prior Legal Practice Assistant or comparable legal support experience preferred.

Responsibilities

Monitor daily workflow and work queues to ensure requests are acknowledged, progress appropriately, and are completed within established service standards.
Maintain visibility into team workload, capacity, priorities, deadlines, and aging work to identify service risks, bottlenecks, coverage gaps, and resource needs.
Coordinate workflow coverage and partner with Supervisors to address capacity constraints, staffing changes, priority shifts, absences, and urgent business needs.
Provide coverage for other Workflow Coordinators during planned and unplanned absences to ensure uninterrupted service and consistent workflow oversight.
Complete assignments within the designated team and provide departmental support as needed to meet operational and service delivery requirements.
Serve as a point of contact for attorneys and requestors when team members are unavailable, managing inquiries and helping ensure a responsive and seamless service experience.
Communicate proactively with attorneys and requestors regarding request status, anticipated completion timelines, service delays, coverage arrangements, and next steps.
Monitor work progress, completion status, returned assignments, and follow-up activity to ensure matters are appropriately addressed, resolved, or escalated.
Escalate recurring service issues, capacity concerns, and operational challenges that may impact service delivery, attorney satisfaction, or team performance.
Maintain a comprehensive understanding of departmental services, team capabilities, support resources, and service standards to facilitate effective workflow coordination and exceptional attorney service.
Assume additional responsibilities and perform other duties as assigned, consistent with the evolving needs of the role and the organization.