Job Description

POSITION SUMMARY:

Under the direct supervision of the Client Services Lead the Client Program Specialist serves as the primary point of contact for all assigned client(s) and temporary workers.  The Client Program Specialist contributes to the growth and profitability of the account through the management of strong relationships with the client(s), fulfillment of the client's staffing services agreement, and maintaining strong relationships with the temporary workers. The Client Program Specialist will manage the day to day interaction with the client and employees, assist with identifying process improvements, and ensure service level agreements are met.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

DUTIES AND RESPONSIBILITIES:

REQUISITION MANAGEMENT

The Client Program Specialist will be accountable to managing the full requisition process for assigned clients. This will include new requisition creation, extension requests and terminations for all assigned contingent workers. The Client Program Specialist will provide immediate front-line customer service to management team, associates, vendors, and client hiring partners.

• Conduct requisition in take meetings with client hiring partners and business leaders as needed.
• Input and maintain all requisitions into required systems based on client structure and service level agreements.
• Coordinate job order distribution and communicate customer needs with approved vendors via phone, email, and/or Vendor Management System.
• Prioritize open orders and allocation of resources to best meet client needs.
• Provide regular and accurate updates to hiring partners for all active requisitions.
• Manage the candidate flow for each requisition and work with vendors to ensure appropriate candidate flow is met.
• Review all resumes for high level skills assessment prior to submitting to the client hiring partners.
• Ensure all required tools are up to date and accurate in regard to requisition details and status.
• Coordinate all interview scheduling either independently or with support of other staff as needed.
• Provide weekly requisition updates to the appropriate hiring partners.
• Coordinate all offers of employment with vendor partners and communicate appropriate details.

CONTINGENT WORKER ONBOARDING

The Client Program Specialist will be responsible for ensuring all program related onboarding activities have been completed prior to any contingent worker reporting to a client site.

• Support Pre-Onboarding, includes consultation with hiring manager/client contact, gathering job descriptions, pay information, etc.  Extending offers to candidates.
• May conduct new employee orientations in person, when applicable, or by phone to outline payroll, benefits, policy and procedure information.
• May generate, collect and review new hire and rehire paperwork.  Create and maintain employee files in company and client systems, striving for 100% accuracy of data input.
• Review job descriptions and accurately assign, with Corporate HR’s approval, Workers Compensation code.
• Enter all new hire information into appropriate systems and ensure all necessary communications are sent per client specifications.
• Ensure that all new hire and rehire paperwork are uploaded to company systems, by temporary worker’s start date.
• Submit online investigation requests for background checks and drug screens as required by client contract.
• Review and address any pre-employment screening details to ensure all employees meet client standards.
• Collect and review all required program related onboarding documents for each employee prior to start.
• Ensure new hire emails are created to satisfy internal date entry requirements.

WORKFORCE MANAGEMENT

The Client Program Specialist will act as main point of contact for all assigned client partners and contingent workers and will be responsible for partnering with appropriate parties to resolve all workforce issues in a timely manner. This can include employee coaching, counseling, disciplinary action, and payroll and timekeeping issues.

• Act as first point of contact for vendors and client contacts for all employee issues.
• Educate clients and vendors on program guidelines and set expectations for the handling of any employee issues.
• Ensure all employee issues are handled appropriately and in a timely fashion.
• Coordinate resolution of the all workforce issues with vendors and client partners and understand risk areas for all parties.
• Assist in the identification of trends as well as creating the recommendations to client partners and vendors on how to address.
• Terminate and communicate end of assignments to vendor partners and guide client contacts through the offboarding process.
• Support the vendor partners, contingent workers, and client contacts in coaching, counseling, investigations and terminations in a professional and empathetic manner as required.
• Maintain high levels of customer service with temporary employees to stay one step ahead and exceed expectations.
• Advise vendor partners and contingent workers seeking reimbursements, pay increases, extensions, etc.
• Advocate for employees impacted by unexpected circumstances including layoffs, travel delays, medical emergencies, etc.
• Respond to vendor partners and contingent workers in timely manner adhering to any existing service level agreements (SLA’s).

VENDOR COMMUNICATION

The Client Program Specialist will be accountable for providing accurate and thorough communication to staffing partners and ensuring that all vendors are abiding by program guidelines.

• Act as main point of contact for all staffing partners in regard to requisitions, the onboarding process, and workforce issues.
• Support the ongoing education of program processes with staffing partners.
• Coordinate with vendors, as needed, to support staffing needs. Provide accurate and thorough details to vendors on all new requisitions and provide candidate feedback through the hiring process.
• Conduct spotlight calls with vendors as needed to address any issues with the program or specific requisitions.

CLIENT COMMUNICATION

The Client Program Specialist is responsible for acting as the main point of contact for assigned clients. Communication shall be clear, thorough, and timely. The Client Program Specialist will be expected to provide unbelievable customer service in all client interactions.

• Educate all client hiring partners on the contingent staffing process as per client requirements and ensure they have a full understanding of the required process.
• Build and maintain a strong relationship will all client contacts and ensure daily needs are addressed and resolved.
• Conduct regular quality control calls with hiring partners to identify any potential needs and address questions.
• Maintain continuous communication with the client through the requisition process.
• Respond to all client inquires in a timely manner.

REPORTING AND ADMINISTRATION

The Client Program Specialists will be responsible for supporting all reporting and general administration of assigned clients and maintaining full compliance in all areas of the relationship. This will include reporting, audit compliance, vendor compliance, and administration of any required tools.

• Support vendor compliance in all aspects of agreements, including screening, invoicing, hiring practices, etc.
• Complete weekly reporting and review with client team members as needed.
• Maintain all internal required reports and documents.
• Assist in completion of any ad hoc reporting requested by client.
• Conduct quarterly vendor audits as required.
• Ensures the achievement of program service standards.  100% fulfillment on compliance requirements is expected.

QUALIFICATIONS/SKILLS & KNOWLEDGE REQUIREMENTS:

• Past experience in the Temporary Staffing industry or Human Resources preferred.
• Human Resources and/or Recruitment procedures knowledge required.
• CCWP, PHR or Human Resources Degree or Certificate preferred.
• Must have proven ability to develop relationships with stakeholders and provide high levels of customer service.
• Must have a strong desire to want to help people.
• Work requires continual attention to detail in composing, typing and proofing materials, establishing priorities 
• Analytical ability is required to gather and summarize data for reports, find solutions to various administrative problems, and prioritize work.
• Excellent communication and interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact and diplomacy.
• Intermediate to advanced level skills in Microsoft Excel, Word and Outlook preferred. Must be conversant and familiar with online tools.
• Must be able to multi-task and prioritize.

Company Description

DISCLAIMER: SUNA Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Applicants, with criminal histories, are considered in a manner that is consistent with local, state and federal laws.