Office Services Lead

3 weeks ago

Atlanta, Georgia, United States Williams Lea Group Limited Full time
Job Title: Office Services Lead

Williams Lea Group Limited is seeking a highly skilled Office Services Lead to join our team. As an Office Services Lead, you will be responsible for delivering exceptional customer service to our clients while leading a team of employees and directing workflow for various service lines.

Responsibilities:
  • Lead a team of employees and direct workflow for one or more service lines, including reprographics, mail services, intake, hospitality, facilities, audio/visual, reception, expense processing, accounts payable, and other back-office services.
  • Conduct time and absence tracking for direct reports, ensuring system accuracy and compliance with timekeeping policies and procedures.
  • Communicate with direct reports, manager, and client on job or deadline issues.
  • Escalate operational problems or issues to Supervisor or Manager.
  • Handle client concerns and problem-solve resolutions in accordance with policies and procedures.
  • Intake jobs by interpreting and understanding client requests and coordinating workflow within the team, prioritizing jobs and delegating duties to associates.
  • Ensure the team provides outstanding service to clients while building strong customer relationships.
  • Produce required reports on schedule.
  • Assist the team in completing large or complex jobs, such as large numbers of requests or high volumes of incoming/outgoing activities.
  • Conduct and oversee quality assurance processes to maintain efficient workflow and assure client satisfaction.
  • Monitor workflow to ensure jobs are completed efficiently, accurately, and within deadlines.
  • Assess incoming requests and select the best equipment and/or resources for successful completion.
  • Ensure the 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.

Requirements:
  • 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, generally using Microsoft Office.
  • Familiar with procedures, software, and equipment supporting applicable 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, maintaining a professional demeanor and composure at all customer service interactions.
  • Ability to make independent decisions and use problem-solving skills 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.
  • Ability to interact effectively with multi-functional and diverse backgrounds in a fast-paced, team environment.
  • Self-motivated with a positive can-do attitude.

Working Conditions:
  • Position operates at sites with maximum 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 and cleaning supplies.
  • Must be able to work standing up all or most of the time.

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