Epiq - Boston, MA
posted 3 months ago
The Site Manager is responsible for overseeing the daily operations and ensuring exceptional client service at one of our on-site support services centers or client sites. This role involves acting as the principal liaison between EPIQ, the client's administration, and the site employees, ensuring that all parties are aligned and informed. The Site Manager is tasked with providing excellent client white glove customer service to all end-users at the site, which is crucial for maintaining strong client relationships and satisfaction. In addition to client interaction, the Site Manager provides onsite leadership with the Epiq team, encouraging staff development and fostering a positive work environment. This includes continuously looking for opportunities to increase the efficiency of on-site operations and seeking ways to enhance capabilities, making recommendations to key contacts as necessary. The Site Manager must demonstrate proficiency in explaining all products, services, turnaround times, delivery schedules, and guarantees to the client, ensuring that all expectations are met. Recruitment and personnel management are also key responsibilities of the Site Manager. This includes recruiting and interviewing potential EPIQ candidates for available positions at the site, hiring, training, managing, and evaluating all personnel assigned to the site. The Site Manager is responsible for scheduling personnel to ensure compliance with performance standards and ensuring that contracted hours of operation are covered without incurring overtime. Additionally, the Site Manager compiles, collects, and reports all necessary data to provide the client with monthly management reports, showcasing the effectiveness and efficiency of the operations. The role requires a high ethical standard, integrity, work ethic, and loyalty, as the Site Manager coordinates with vendors and team members to execute hospitality events, further enhancing the client experience.