About The Role

SUMMARY

The

Bilingual 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

delivers high quality service to the customer and temporary employees by matching the skills of temporaries to customer needs
develops and retains business by providing outstanding customer service,
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

Must be proficient in both English and Spanish

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.