The Creative Group is currently seeking a 3rd shift – 5 pm to 2 am Workflow Coordinator to work within a global presentation center or a large financial services company located in Brooklyn, NY.
This is a long term temporary role, 100% onsite, with the potential for fulltime.
The Workflow Coordinator will work closely with the Team Lead (TL) on managing front desk responsibilities while delivering high quality output of banker requests. The Workflow Coordinator must exhibit a high degree of ownership and customer service, setting clear expectations, negotiating appropriate deadlines, and clarifying job instructions to eliminate potential problems for the operators.
The Workflow Coordinator supports the Team Leader and is expected to attend to operator queries, phone hotline, and job intake. They are also required to step into the Lead role as required to oversee the work of the shift, as directed by the TL.
This job description outlines the key goals of this role. In an ever-changing commercial environment, this role and its responsibilities will evolve in line with the needs and demands of the business.
Roles & responsibilities
Act as primary backup for TL and assist in shift operations whenever required
Effective, in-depth intake of new jobs
Ensure all associated files are available
Ensure all copyright requirements are met
Ensure full and complete understanding of the requirement and be able to articulate this clearly to operators
Partner with banker on which solution is best
Negotiate/agree deadlines with bankers based on availability of resources
Liaise with team to secure most efficient solutions
Help manage allocation of work to next appropriate operator available to ensure deadlines are met and instructions are being accurately followed
Answer phones with professionalism and a high level of customer service
Partner with colleagues to ensure continuous flow of work as directed by Team Leader or Operations Manager
In the case of delays to jobs, advise the banker in a timely fashion and provide a realistic ETA for the completed work
Provide excellent customer service, ensuring banker experience of PPS is always above average
Delegate work to operators and monitor the status of the requests to ensure deadlines are met and instructions are being accurately followed
Perform and become expert in the Microsoft Office suite, along with special functions such as scanning and Adobe Acrobat. Take all training assigned in a timely way
Expert knowledge in advanced applications as needed for the role – MapInfo, Illustrator, InDesign, Photoshop, etc
Handle a crisis and escalate when appropriate
Help implement changes to operational procedures
Provide appropriate, constructive feedback on operator performance to management
Escalate issues in a timely and appropriate fashion
Team Leader or Operations Manager
Graduate in any discipline
Expert in MS Office and certification in typing is essential
At least two years at Sr. Operator level and demonstrated ability to handle client interactions.
Knowledge and skill sets
Advanced knowledge of workflow tools and methodologies
Excellent estimating ability
Excellent oral and written communication skills
Strong customer focus skills
Decisive and assertive
Ability to negotiate
Ability to engage in difficult conversations effectively
Problem solving/analytical ability
Ownership and initiative
Ability to multi-task
Advanced knowledge of print production process
Accuracy, attention to detail and ability to proof work
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