Program Manager

Program Manager

The Program Manager is primarily responsible for effectively meeting the temporary help and/or training needs of a major Surge client. 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.

Schedule: Monday-Friday 7:00am-4:00pm

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

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.