Manager, Resource
About The Position
The Manager, Resource builds and leverages relationships with service partners—including court reporters, affiliates, videographers, and interpreters—within one or more offices’ service areas. The role supports office revenue-after-reporter-expense (RARE) margin objectives through sound decisions about service-provider utilization and supports service excellence by setting expectations and inspecting service-partner work against the company’s Service Partner Scorecard. Quality expectations include on-time attendance, professional conduct and dress, transcript and video quality, and on-time delivery of transcripts, videos, and exhibits. The position uses available information to assign appropriate resources to jobs, balancing RARE margin and service-partner performance. It confirms affiliate coverage by noon and coverage from other resources by 3 p.m. daily, collaborates with production and the Operations Manager, manages jobs in progress, supports onboarding and issue resolution, and helps provide service-partner communication and training. The role may also provide local office support, answer phone calls, demonstrate company values, and perform other duties as needed.
Requirements
- Knowledge of the MS Office Suite, including Publisher, Excel, and PowerPoint.
- Ability to learn the company’s technology platform.
- Excellent interpersonal, verbal, and written communication skills, and organizational skills.
- Strong client-service mentality and ability.
- Proactivity and responsiveness.
- Ability to work as a team player and closely with others 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.
- Minimum of 3 years of experience with scheduling and client services.
Nice To Haves
- College degree preferred.
Responsibilities
- Assign the most appropriate resource to each job using available information and considering RARE margin and service-partner scorecard performance.
- Confirm affiliate coverage by noon and coverage from other resources by 3 p.m. daily, applying established best practices.
- Collaborate with production to resolve reporter quality concerns immediately and take remedial action when necessary.
- 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.
- Facilitate job turn-in through the Service Partner Portal.
- Provide local support to resolve service-partner issues.
- Perform other duties in support of office or area client satisfaction, including answering phone calls.
- Actively demonstrate company values.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
