Description - External
The Onsite Program Manager partners with the clientâs site management team. Serves as a liaison between the customer, Manpower, and Field Operations by understanding customer needs, leveraging and furthering business relationships, leveraging best practices, and acting as a business consultant to customer's key management.
- Coordinates, develops, administers, and facilitates activities designed to support the operational excellence and SLA deliverables of the program.
- Provides on-going process improvement activity, recommendations and suggestions on enhancements to improve the day-to-day administration and strategic operations of site.
- Point of escalation and resolution for customer issues and problems.
- Create and deliver reports on a timely and consistent manner.
- Monitor/Audit account contract compliance and ensure compliance to contract renewals and expansions to all lines of business.
- Manages a team of Manpower Staff and Associate employees assigned to this program.
- Ensures the team leads are working effectively with the client to drive quality.
- Ensure that recruiting team is meeting all client headcount requirements.
- Monitor and adjust standardized account procedures that can be replicated.
- Monitors the Quality Performance Reviews from customer sites to evaluate the effectiveness of the teams; evaluates team performance against standards and provide timely, specific performance feedback; develops and manages plans to address individual and team performance issues.
- Provides a clear sense of priority and focus to all teams around multiple, concurrent initiatives.
- Identifies, plans and administers training for the team that is driven by strategic performance needs of the organization.
- Maintains a constant high level of customer satisfaction by successfully managing the account, responding spontaneously and in a timely manner to customer requests, and developing solutions and processes to help retain the customer.
â˘Be highly knowledgeable of the customerâs business needs in order to identify customer opportunities for savings and growth through the use of Manpower services.
- Identify customer opportunities for hard and soft dollar savings through the use of Manpower services.
- Actively participate in conducting quarterly performance reviews with Regional Director and customer.
- Manages report and audit deliverables and ensures appropriate contributors of data are held accountable for on-time delivery; responds to stakeholdersâ inquiries and issues; collaborates with data contributors on resolving issues on accuracy and deliverables.
- Maintains and administers appropriate communications to all stakeholders within the organization on a regular and/or âas neededâ basis.
- Provide input to the Regional Director about trends and changes taking place within customer's organization and make suggestions about opportunities for Manpower to improve its position with the customer.
- Analyzes employee feedback and performance data to measure, identify and eliminate performance gaps; performs on-going needs assessment/analysis to determine training needs of employees based on competencies and skill levels.
- Other functions required as necessary.
Qualifications - External
- College degree in business or a related field or equivalent years of relative work experience
- 5 years of operational or sales experience
- Staffing Industry experience (preferred)
- Call Center Management experience (preferred)
- Candidates must be creative and strategic thinkers, who have demonstrated excellent follow through and attention to detail
- High level of commitment and flexibility associated with the success of the program
- Outstanding communication skills (oral, written, presentation, listening)
- Business and financial acumen
- Influencing and negotiation skills
- A commitment to excellence and driver of quality
- A strong work ethic and personal integrity, adherence to company values, a team player
- Experience in developing and supporting exceptional long-term client relationships
- Flexibility to work off hours and weekends on occasion
