Workforce Manager

2 weeks ago

Cincinnati, Ohio, United States Surge Staffing LLC Full time
Job Summary

We are seeking a highly skilled Workforce Program Manager to join our team at Surge Staffing LLC. The successful candidate will be responsible for delivering high-quality service to our customers and temporary employees by matching their skills to customer needs.

The ideal candidate will have a strong background in customer service, recruitment, and team management. They will be able to develop and retain business by providing outstanding customer service, implementing quality standards, and customizing recruiting and training programs.

The Workforce Program Manager will also be responsible for supervising customer development activities, making sales calls, and presenting e-solutions to clients. They will need to be able to communicate effectively with customers and temporary employees, and be able to work independently and as part of a team.

Key Responsibilities
  • Obtain detailed assignment information from customers 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 programs for temporaries that incorporate customer policies
  • Supervise customer development activities to create and maintain a strong business relationship with the client
  • Make sales calls to acquire new business within the customer
  • Present e-solutions, HR services, payroll, assessments, training, and other service offerings to the client 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 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
Requirements
  • 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

Surge Staffing LLC 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.

Job Type: Full-time

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