Recruitment Manager | Remote/Graveyard

The Recruitment Manager position is responsible for ensuring the account teams have prepared skilled staff to fill account team short-term staffing needs, meeting timing and demand requirements.

Qualifications:

• High school diploma (or equivalent) required
• Minimum of 5 years of experience in high-level relationship building and operational management
• Previous management/supervisor experience overseeing 5-10 employees
• Ability to build relationships and interact with all levels of leadership, employees, and clients
• Solid understanding of selling skills
• Exceptional computer skills
• Industry-related experience a plus
• Driven by client satisfaction, with proven track record of diplomacy and ownership
• Strong integrity, solid business ethics
• Strong team approach to account management
• Creative strategic thinking and performance
• Required to maintain an overall professional appearance and attitude
• Adhere to all policies and procedures required

Competencies:

• Results-oriented
• Driven by client satisfaction
• Strong integrity, solid business ethics
• Excellent presentation and interpersonal skills
• Excellent English written and oral communication skills
• Expert in customer service skills, professional attitude and appearance
• Good organizational skills
• Ability to maintain confidentiality
• Attention to detail
• Ability to function with a high level of patience, tact and diplomacy to defuse anger and collect accurate information
• Able to convey information and ideas through speech in ways that others will understand
• Able to listen to and understand information and ideas presented through spoken words and sentences
• Able to speak clearly so listeners understand, identify and understand the speech of another person
• Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting
• Flexibility in dealing with simultaneous projects

Duties and responsibilities:

• Proactively institutes the client's governance model to ensure client satisfaction
• Standardizes policies and procedures, including statistical monthly reporting and benchmarks
• Supports program initiatives, tracking progress, facilitating advisory council meetings, reviewing demand and recommending improvements
• Drives operational team and internal program design
• Troubleshoots and resolves all client and site staff issues
• Coordinates, implements, and oversees any special projects
• Manages financial performance in terms of hours, utilization, gross margin spread, profitability, and growth
• Manages direct reports
• Assists in the development of training materials and execution of formal training sessions
• Supports program development internally, including communication campaigns, continuous improvement activities and formalized training
• Maintains consistent communication with teams and client at all levels
• Manages the receipt, delegation, and successful completion of all client requests
• Handles escalations as needed if supervisor is unable to
• Ensures timecard deadlines are met
• Meets all client deadlines
• Coordinates with the supervisors the staff schedules to ensure appropriate staff levels are maintained and proper coverage is provided for PTO, sickness, and emergencies
• Tracks all client requests using the approved tracking mechanism for activity and performance
• Maintains metrics for monthly reporting of KPIs/SLAs
• Connects with the client base to discuss team and individual performance
• Documents any incidents and inform client immediately
• Oversees monthly budget forecasts for the program
• Maintains Client Satisfaction Index (CSI) at or above previous score
• On occasion, participates in monthly and quarterly business reviews
• Maintains Employee Satisfaction Index (ESI) at or above previous score
• Establishes and maintains accountability to next higher leadership authority
• Establishes monthly reports including such reports as PTO reports, monthly forecasts, etc.
• Coaches, develops, and cross-trains operations team to grow their careers
• Sets and communicate, to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements, and customer expectations
• Develops, appraises, and counsels staff to reduce turnover, improve employee satisfaction, and increase promotability of staff members
• Maintains consistent documentation monitoring the status of each employee
• Provides annual employee performance evaluations and reviews as directed by client
• Has strict adherence to all client's policies and procedures
• Serves as a knowledge resource regarding client's policies and procedures
• Immediately reports any personnel, security, or data breach incidents to client's leadership team

Interested in the role? Send your CV today.