Legal Operations Lead

Job Description
The GO Creative Team Lead is responsible for overseeing all aspects of the services provided on a specific shift in a particular location, including staff, workflow, quality assurance, customer feedback, etc. This individual will also provide client reports and serve as the primary point of contact for service activities. The GO Creative Team Lead's duties include, but are not limited to the following:
Shifts: 
Saturday - Wednesday 11pm - 7:30 am 
Monday - Friday 7:00 am - 3:30 pm
Responsibilities:
Oversight of the team schedule (local and regional) and relevant client communications surrounding changes to the standard working hours of the team (including vacation, call-in availability, vacation hours, etc.)
Analyze and route incoming tasks to the appropriate resource for completion
Serve as primary point of contact for incoming requests to the department across all applicable service lines
Interface with client teams to gather detailed information in order to better understand the nature and requirements of their request
Build detailed job tickets for each request using the workflow management tool
Assist Operators and Proofreaders with queries as needed
Review quality of Word processing and proofreading requests
Release jobs to requester using professional communication skills, and inform requestors of any important details that were discovered during job production
Ensure timely return of all jobs; and reach out to requestors to renegotiate deadlines and communicate job challenges when necessary
Provide feedback to management and/or team members on performance and quality
Analyze requests to decide how request should be performed and to determine the appropriate resource to handle the request
Direct requests to appropriate departments and coordinate with local and off-site office resources
For respective shifts, ensure all work is performed according to prioritized schedules/deadlines - and that all deadlines are met or effectively renegotiated according to established SLAs
Work with local managers to review service metrics and identify variances and areas of opportunities
Ensure effective communication and relationships with end users across all service offerings
Oversee quality control processes and ensure all requirements are adhered to, including conducting spot checks on all work from time-to-time during the project lifecycle
Assist in analysis of client feedback and provide accurate reports/analysis to local managers
Provide level two escalation point for issue troubleshooting
Deliver support for specialty projects as required
Identify and offer ideas on service/process enhancements to the local manager based on client feedback or service level metric performance
Monitor and maintain policies and procedures to staff