Workforce Manager

Job Description

Candidate is requested to be fluent in English and Spanish or Creole.

SUMMARY

The Workforce Manager is primarily responsible for effectively meeting the temporary help and/or training needs of a major Surge client. Specifically, the individual in this position:

1) delivers high quality service to the customer and temporary employees by matching the skills of temporaries to customer needs

2) develops and retains business by providing outstanding customer service,

3) performs a variety of administrative tasks that support the overall mission of quality service and performance. Additionally, the Workforce Manager may supervise one or more Workforce Staffing Specialists.

PRIMARY FUNCTIONS

Obtain detailed assignment information from the customer and utilize it to provide effective customer service and ensure orders are filled with quality placements

Implement and manage company quality standards, including the Performance Selection System (PSS) program, for all services rendered

Customize or enhance recruiting, training, recognition and retention programs to ensure optimum customer service

Implement custom orientation program for temporaries which incorporates customer's policies

Supervise customer development activities to create and maintain a strong business relationship with the client

Make Skill sourcing sales calls to acquire new business within customer

Present e-solutions, HR Services, Payroll, Assessments, Training and other service offerings to the client in order to further secure business opportunities

Conduct regular meetings with the client to ensure strong communication

Monitor and address personnel issues and concerns quickly and effectively

Implement company collection policies and procedures and act as liaison with the Credit and Collections Department to resolve issues

Reconcile invoices to ensure accuracy in preparation for final approval and payment processing

Monitor and maintain profitability of the client account

Complete and maintain company reports to log individual and client location sales/service activity

Schedule, check-in and provide pre-assignment orientation to all temporary employees

Monitor temporary employee attendance and performance, coach and counsel as needed

Coach and counsel temporaries to ensure quality performance including meeting productivity and quality goals and to achieve job satisfaction

Implement company award programs to recognize the good performance of temporaries

Answer telephone to provide desired information for customers and temporaries

Maintain customer and temporary employee records to ensure completeness and accuracy

Supervise the performance of the Workforce Staffing Specialist(s) and Workforce Supervisor(s) as necessary

Perform duties of the Workforce Supervisor or Workforce Staffing Specialist as necessary

Produce requested management reports

Follow company policies and procedures for all staffing and customer activity

All other duties that may arise to ensure the successful operation of the company

SECONDARY FUNCTIONS

Process and assist with unemployment claims as directed by the Unemployment Department staff

Process and assist with Workers' Compensation claims as directed by the Workers' Compensation Department staff

Develop and coordinate the use of other staffing vendors as part of a subcontractor management program as necessary

Reconcile invoices from all vendors and prepare for final approval and payment as necessary

QUALIFICATIONS

High School diploma required; Bachelor's degree or equivalent business experience preferred

Successful prior experience as a Branch Supervisor or Manager preferred

Minimum 1-2 years experience in a supervisory role or 3-5 years previous experience in a customer service industry required.

Ability to access areas where needed people, information or equipment are located

Ability to understand and accurately apply basic math skills

Proficiency with Microsoft Word, Excel, PowerPoint, Outlook and Internet

Ability to make competent use of work related equipment and materials

Ability to remember information (e.g., policies, procedures) or locate resources to find information as needed

Ability to travel to various locations (e.g., customer sites, other company offices) as needed

Ability to communicate effectively and tactfully with others

Ability to work with other team members as well as independently

Ability to shift back and forth between two or more tasks

Cooperative, team-oriented, patient, calm under pressure

Ability to arrange things in certain order (e.g., alphabetically, numerically)

Ability to produce results within an autonomous environment, within company guidelines and have the flexibility to identify and respond to changes in priorities

Strong written and verbal communication skills

Ability to provide excellent customer service to all clients (customers and employees)

Ability to advise, counsel, guide and influence the opinions and decisions of others (e.g.

customers and employees)

Ability to analyze and evaluate people, data and things to determine courses of action

Previous business development experience including developing sales strategies, conducting cold calls, making sales presentations, closing techniques and developing service and pricing proposals

Ability to demonstrate success working in a fast-paced, highly competitive, deadline oriented environment

Self-motivated with exhibited sense of urgency in all sales and service related activity

Exceptional communication, presentation, follow-up, negotiation, and closing skills.

Strong emphasis on listening skills

Ability to develop teams and work effectively in team environments

Strong leadership skills, initiative and creativity with the ability to identify and convey successful techniques and approaches

Ability to develop the professional skills of employees

IND1

Equal Opportunity Employer

Surge is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, national origin, veteran status, genetic information, or any other status protected by law. Surge is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources at

Job Type: Full-time

Full-time