Global Reception Support Supervisor

Purpose: The Global Reception Support Supervisor is responsible for supervising the functions of the Global Reception Support staff. He or she supervises and leads all initiatives related to receiving calls and faxes, and directing them to the appropriate individual. The Supervisor is responsible for scheduling his/her staff to accommodate the Global Reception Support (GRS) Center which operates 24 hours a day and 7 days a week, as well as ensuring and upholding a high level of customer service support to the Firm.

Additional Responsibilities:
-Supervises the daily operation of the Firm's Global Reception Support Center.
-Supervises, trains, and coaches the Reception Support staff and leads them in their professional development endeavors.
-Makes recommendations to the Manager of Global Technology Support and Human Resources department in hiring, training, counseling, and disciplining departmental employees.
-Generates performance evaluations for departmental employees, and recommends salary increases.
-Schedules all shifts for the Global Reception Support Representatives, including finding coverage for absences.
-Works closely with the Manager of Global Technology Support and the Project Analyst on the direction and scope of the support, including training and reporting on call volume and type of calls.
-Verifies that the fax servers are still operating correctly through test faxes. Takes appropriate action when server is down, and directs staff to follow standard operating procedures to ensure efficient fax routing.
-Creates and maintains an environment that is conducive for efficient, effective, and customer friendly technology support.
-Provides guidance and support to the GRS staff.
-May assist staff in their daily activities including but not limited to routing faxes, paging attorneys, scheduling conference rooms.
-Completes special projects on various issues when needed.
-Promotes effective work practices, works as a team member, and shows respect for co-workers.


Required Qualifications:
Education Requirements:

College degree highly desired.
Experience Requirements:

Three (3) years relevant experience supervising receptionists or operations is desired.
-Experience operating multi-line switchboard desired.
-Excellent leadership skills (i.e. organizing, planning, problem-solving, and decision making) necessary for effective management.
-Displays high customer service skills; promptly responds to incoming requests and is professional with all patrons.
-Well developed and professional interpersonal skills; ability to interact effectively with people at all organizational levels of the Firm.
-Ability to work in a team environment with a customer service focus.
-Strong communication skills, both written and verbal. Must speak clear English on the phone and in person.
-Organizational skills needed to manage time well, prioritize effectively, and handle multiple deadlines.
-Willingness to complete all tasks and learn new skills.
-Ability to use independent judgment and discretion when making majority of decisions.
-Thorough knowledge of PC applications, including MS Office, MS Outlook and Image Viewers.
-Ability to handle confidential and sensitive information with the appropriate discretion.
-Knowledge of foreign languages and customs considered a plus.