Location
Noida | India
Job description
SUMMARY
The Program Specialist is responsible for working directly with client users to facilitate delivery by MSP program suppliers of the temporary personnel required by the client. The Program Specialist will work with and manage MSP program suppliers to ensure all client positions are filled in a timely manner and within the established pricing framework. The Program Specialist will ensure that the suppliers take sequential steps in the candidate selection process (i.e., submittal, interview, drug and background screens, and onboarding) in a responsive and timely manner. The program Specialist will ensure all program suppliers and their contingent workers comply with client policies and procedures and applicable regulations. The Program Specialist will be highly proficient in the use of the VMS being used in the MSP program and serve as the first level of VMS support for all users.
DUTIES & RESPONSIBILITIES
- Work daily within Vendor Management Systems (VMS), including Acro's own XRM System, reviewing customer requisitions, supplier submitted resumes and onboarding documents to ensure compliance.
- Must maintain a high level of customer service daily by maintaining a continual feedback loop to client users through the VMS, email or phone regarding activity against their open requisitions. Respond to all client service requests or queries immediately, but no later than two business hours.
- Manage daily contacts (phone calls, emails, IMs) from suppliers regarding the submitted candidates or other issues pertaining to their assigned workers. At times, respond to temporary employees' contacts about entering time and expenses and other relevant issues.
- Maintain a thorough understanding of the candidate recruitment process and resume evaluation for several various job categories which may include technical, IT, professional, industrial, medical, and other categories required by the specific client.
- Promptly update other members of Acro's MSP program team for client regarding activities affecting the program to ensure all Acro team members are on the same page; such updates can be in the form of timely entry of information or notes in the VMS, or by email, calls or meetings.
- Train and assist using managers on all aspects of the VMS, including how to create a requisition, review submittals (resumes), schedule interviews and select a candidate for an assignment.
- Train and assist suppliers on all aspects of the VMS, including how to submit resumes, respond to interview requests, download worker time and other standard staffing/recruitment operating procedures.
- Answer all questions about the program and how it operates.
- When required, create the following within the VMS
- New customer profiles (using managers)
- New client departments/divisions
- New requisitions on behalf of the client
- New supplier profiles
- Understand concepts related to submittal to hire, interview to hire, acceptance to hire metrics, fill rates and retention.
- Analyze and determine pricing for different skill sets when requested by various client representatives.
- Audit assignments and purchase orders to ensure they match the bill rates and terms of the specific requisition.
- Run a variety of reports out of the VMS on an as needed basis and be able to understand and explain to others the data provided.
- Monitor all business activity within the VMS including interviews to make sure they have been accepted and confirmed by the client.
- Focus on meeting and exceeding program SLA's and KPI's
- Assist MSP Program Manager as needed
- Works with XRM support, submits tickets, resolves issues
- Attends meetings including team meetings, weekly client meeting, and any requested or scheduled client manager and supplier meetings
REQUIRED QUALIFICATIONS
Education
- Bachelor's degree, or additional years of experience may serve in place of a degree (preferred)
Experience
- 3+ years of experience in the staffing industry (required)
- 3+ years of VMS experience (required)
- MSP Experience (preferred)
- Minimum 2 years full life cycle recruiting experience
Skills
- Highly proficient with Microsoft Word, Excel, and Outlook.
- Superior written and verbal communication skills; should have the ability to communicate with all levels of employees within the client or an associate vendor.
- Strong customer service values and abilities.
- Ability to multitask in a fast-paced environment.
- Ability to manage large volume of emails and following up on items on a daily basis on all tasks through to resolution
- Ability to successfully & effectively communicate in-person, by phone and email with all levels of client staff, suppliers, internal teams and handle all aspects of a large customer base
- Ability to effectively develop solid relationships with the suppliers and internal teams
- Ability to respond effectively to employees, customers, and the associate vendor network with excellent customer service skills to produce positive outcomes
- Ability to remain confidential in all phases of the hiring process and throughout the duration of work assignments and maintain a professional appearance and attitude.
- Strong customer service skills and the ability to work with various personalities and styles of individuals
- Must be able to follow instructions and ask questions
- Must be able to work well unsupervised, be self-sufficient but also take direction well from others and must be able to work well on team
- Ability to take the initiative and demonstrate problem solving, conflict resolution and decision-making skills
- Ability to create reports for client review.
PHYSICAL DEMANDS
- Frequently sits, walks, and stands.
- May be required to occasionally lift up to 15 pounds.
WORK ENVIRONMENT
- While performing the duties of this job, the employee will be working in an office environment
WORK HOURS
- Working hours within US Eastern Standard time to Pacific Time Monday through Friday; Approximately 40 hours per week with additional hours as needed to accommodate deadlines
Acro values diversity in our workforce and is an Affirmative Action & Equal Opportunity Employer.
Job tags
Salary
