Manager, Resource

Esquire Deposition Solutions•Costa Mesa, CA

About The Position

The Manager, Resource builds and leverages strong relationships with service partner resources—including court reporters, affiliates, videographers, and interpreters—within one or more offices in a service area. The role supports office revenue-after-reporter-expense (RARE) margin objectives by making sound decisions about service provider utilization and promotes service excellence by setting expectations and reviewing service partner work quality against the company’s Service Partner Scorecard. Key quality measures include on-time attendance, professional conduct and dress, transcript or video quality, and on-time transcript/video and exhibit turnaround. The position also supports client satisfaction and office operations through resource scheduling, service partner onboarding and training, issue resolution, and proactive management of jobs in progress. Success is measured by on-time job turn-in, reporter quality, consistency of resource utilization, RARE, revenue, and EBITDA.

Requirements

Minimum 3 years of experience with scheduling and client services.
Knowledge of MS Office Suite, including Publisher, Excel, and PowerPoint.
Ability to learn the company’s technology platform.
Excellent interpersonal, verbal and written communication, and organizational skills.
Strong client service mentality and ability.
Proactivity and responsiveness.
Ability to work closely with others as a team toward a common goal.
Attention to detail and ability to plan work effectively, meet assigned deadlines, and make sound decisions.
Ability to multitask and shift priorities.
Ability to resolve challenges and support process improvement.
Ability to work under pressure.

Nice To Haves

College degree preferred.

Responsibilities

Use available information to assign the most appropriate resource to each job while considering RARE margin and service partner scorecard results.
Confirm affiliate coverage by noon and coverage by other resources by 3 p.m. daily using established best practices.
Collaborate with production to resolve reporter quality concerns immediately and take remedial action when needed.
Build and nurture working relationships with service partner resources in the area.
Collaborate with the Operations Manager to provide regular communication and training for reporter resources, including performance reporting and education about products and services.
Proactively manage jobs in progress to support on-time reporter turnaround.
Support onboarding of new service partners.
Support job turn-in through the Service Partner Portal.
Provide local support to resolve service partner issues.
Perform other duties supporting office and area client satisfaction, including answering phone calls.
Actively demonstrate company values.
Perform other duties as assigned.