Program Specialist
Overview:
The MSP Program Specialist contributes to revenues, profit, client strategy and client retention. He or she will support strategy, operational initiatives and growth as defined by their leaders. Reporting to the Program Manager and serving as a member of the operations team of PeopleScout, the Program Specialist will provide operations support to the MSP division. This role is responsible to support the PeopleScout strategic business plan targets for both sales growth and segment profit contribution. This position serves in collaboration with other divisions across the organization. In addition, this position requires an extremely perceptive person, who is capable of relating to individuals at all levels. As unique situations present themselves, the Program Specialist, MSP must be sensitive to corporate needs, employee goodwill, and the public image.
Location : Remote
ESSENTIAL DUTIES and RESPONSIBILITIES include the following.
Client Delivery
- Ensure that all customers derive maximum value from their relationship with PeopleScout.
- Dedicated to supporting the expectations and requirements of internal and external customers.
- Gets first-hand customer information and uses it for improvements in products and services.
- Escalate to leadership and work with others to ensure that when disruptions/issues occur in service delivery these situations are resolved quickly to win repeat business.
- Support revenue growth objectives for a strategic portfolio of accounts by handling client needs to ensure satisfaction and retention.
- Expected to meet or exceed client satisfaction expectations and SLA’s.
- Conducts periodic status checks with customers and team to assess progress against the plan
Operational Processes
- Intake call with the manager to qualify the request (mostly for IT and professional)
- Supplier/manager call for questions from the supplier
- Shortlisting of the top 5 candidates (mostly for IT and professional)
- Follow-up for resume feedback
- Interview follow up with management
- Requalification of the request when needed based on feedback from the suppliers or a change in the requirements
- Supplier sourcing calls
- Provide weekly end date report
- Must monitor invoicing and aging on a weekly basis
- Support LI managers through selection, hiring and assignment process
- Being a business advisor for req fulfillment
- Identify, recommend and implement changes to improve revenueFacilitate change through new initiatives, processes, expectations, etc.
- Hands on involvement with the design, delivery, coordination, and implementation of initiatives and best practices.
- Understands and is highly competent in data analytics and using that data to tell an impactful story.
- Manages tactical relations with Suppliers; acts as a liaison between the customer’s and supplier’s senior management
- Utilizes program management skills of communication, presentation, time management, organization and planning to successfully achieve program goals and objectives
- Contributes to weekly and monthly status reports to Peoplescout and customer senior management on all program activities and issues
- Assist in implementation of the Workforce Management Solution at new customer engagements
- Support business delivery of QBR’s monthly dashboards
- Contributes to supplier and account manuals are completed and maintained throughout the relationship
- Attend weekly team calls with customer and team with an agenda that has action items
- Contribute to weekly/bi-weekly client sponsor calls
- Contribute to all SOP's are completed and manage posting them to shared drives
Planning
- Contribute to development and formulation of long and short-range planning, policies, programs and objectives with the leadership team.
- Search for opportunities to be creative, improve and grow the business.
- Work in partnership with other TrueBlue brands to achieve and/or maintain dominant positions where ap