Onsite Program Manager

The Onsite Program Manager partners with the client's site management team.  Serves as a liaison between the customer, Manpower, and Field Operations by understanding customer needs, leveraging and furthering business relationships, leveraging best practices, and acting as a business consultant to customer's key management.  

• Coordinates, develops, administers, and facilitates activities designed to support the operational excellence and SLA deliverables of the program.
• Provides on-going process improvement activity, recommendations and suggestions on enhancements to improve the day-to-day administration and strategic operations of site.
• Point of escalation and resolution for customer issues and problems.
• Create and deliver reports on a timely and consistent manner.
• Monitor/Audit account contract compliance and ensure compliance to contract renewals and expansions to all lines of business.
• Manages a team of Manpower Staff and Associate employees assigned to this program.
• Ensures the team leads are working effectively with the client to drive quality.
• Ensure that recruiting team is meeting all client headcount requirements.
• Monitor and adjust standardized account procedures that can be replicated.
• Monitors the Quality Performance Reviews from customer sites to evaluate the effectiveness of the teams; evaluates team performance against standards and provide timely, specific performance feedback; develops and manages plans to address individual and team performance issues.
• Provides a clear sense of priority and focus to all teams around multiple, concurrent initiatives.
• Identifies, plans and administers training for the team that is driven by strategic performance needs of the organization.
• Maintains a constant high level of customer satisfaction by successfully managing the account, responding spontaneously and in a timely manner to customer requests, and developing solutions and processes to help retain the customer.
•Be highly knowledgeable of the customer's business needs in order to identify customer opportunities for savings and growth through the use of Manpower services.
• Identify customer opportunities for hard and soft dollar savings through the use of Manpower services.
• Actively participate in conducting quarterly performance reviews with Regional Director and customer.
• Manages report and audit deliverables and ensures appropriate contributors of data are held accountable for on-time delivery; responds to stakeholders' inquiries and issues; collaborates with data contributors on resolving issues on accuracy and deliverables.
• Maintains and administers appropriate communications to all stakeholders within the organization on a regular and/or "as needed" basis.
• Provide input to the Regional Director about trends and changes taking place within customer's organization and make suggestions about opportunities for Manpower to improve its position with the customer.
• Analyzes employee feedback and performance data to measure, identify and eliminate performance gaps; performs on-going needs assessment/analysis to determine training needs of employees based on competencies and skill levels.
• Other functions required as necessary.

• College degree in business or a related field or equivalent years of relative work experience
• 5 years of operational or sales experience
• Staffing Industry experience (preferred)
• Call Center Management experience (preferred)
• Candidates must be creative and strategic thinkers, who have demonstrated excellent follow through and attention to detail
• High level of commitment and flexibility associated with the success of the program
• Outstanding communication skills (oral, written, presentation, listening)
• Business and financial acumen
• Influencing and negotiation skills
• A commitment to excellence and driver of quality
• A strong work ethic and personal integrity, adherence to company values, a team player
• Experience in developing and supporting exceptional long-term client relationships
• Flexibility to work off hours and weekends on occasion

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