Expediting Supervisor (Customer Service Operations)

U.S. Legal Support•Houston, TX

2d•Hybrid

About The Position

U.S. Legal Support is seeking an experienced and results-driven Expediting Supervisor to lead our Expediting operations team. This role is responsible for overseeing daily workflows, managing team performance, ensuring service level agreements (SLAs) are met, and driving continuous process improvements. The Expediting Supervisor will work closely with both internal teams and offshore partners to maintain operational excellence and deliver exceptional customer service. The ideal candidate is a strong leader who thrives in a fast-paced environment, excels at coaching and motivating teams, and possesses a keen eye for process efficiency and quality assurance.

Requirements

High school diploma or equivalent required
Minimum of 2 years of leadership, supervisory, or team lead experience.
Experience managing metrics, performance reporting, and process improvement initiatives.
Proficiency in Microsoft Office Suite, including Excel and reporting tools.

Nice To Haves

associate's or bachelor's degree preferred.
Experience in customer service, operations, workflow management, or a related field preferred.
Experience working with remote or offshore teams is a plus.

Responsibilities

Supervise and support Senior Records Representatives, ensuring productivity, accuracy, and service excellence.
Monitor daily workloads and assign responsibilities to ensure balanced coverage and timely completion of tasks.
Conduct quality audits and performance reviews, providing coaching, feedback, and development opportunities.
Foster a positive, collaborative, and accountable team culture.
Lead team meetings to communicate updates, goals, and performance metrics.
Prepare and distribute daily, weekly, and monthly performance reports.
Monitor attendance and approve employee timecards in accordance with payroll requirements.
Serve as a resource for escalated issues and assist with coverage as business needs require.
Identify operational challenges and implement solutions to improve efficiency and quality.
Ensure expediting workflows are accurately completed and within established service levels.
Monitor department performance metrics and actively drive continuous improvement initiatives.
Investigate and resolve processing errors, identifying root causes and implementing corrective actions.
Collaborate with cross-functional teams to improve communication and workflow effectiveness.
Maintain a strong focus on customer service and operational excellence.
Serve as the primary liaison between U.S. Legal Support and offshore expediting partners.
Monitor productivity, quality, and SLA performance across offshore teams.
Analyze reporting and quality observations to identify performance trends and opportunities.
Conduct regular performance reviews and operational meetings with offshore leadership.
Ensure alignment between internal expectations and offshore deliverables.