FurstPerson Site Client Manager (SCM) - opening at Englewood, CO client call center
FurstPerson provides recruitment outsourcing solutions to customer contact organizations across the US and Canada. We’re expanding our business and need to hire a Site Manager who will help us drive outstanding recruiting and hiring programs for this client.
The position we are seeking to fill is for a Site Client Manager (SCM) to manage our operations within our client’s facility. FurstPerson is responsible for recruiting, screening, assessing, and recommending customer service specialists for this client. The SCM bears overall responsibility for client satisfaction, including meeting performance requirements, creating site hiring plans and scheduling, and communicating to the corporate client team.
Specifically, the Site Client Manager should be comfortable with:
• Managing client satisfaction. You would be engaged in daily, weekly, monthly, and quarterly project updates and reviews with the appropriate client associates. The SCM’s primary responsibility is to make sure that the local client site leadership views FurstPerson as exceeding their expectations. Site leadership will include the client’s Call Center Operations and Human Resource team members.
• Meeting performance requirements. FurstPerson has key attrition and time-to-fill performance goals to meet. You would have operational and financial accountability for meeting these goals.
• Site staff management. You would have 3 or 4 associates reporting to you. You would be responsible for performance and goal management, resource planning and scheduling, and coaching and development.
• Recruitment and sourcing. While the project will have a corporate director of sourcing, you would be responsible for the local sourcing strategy. This means that you would need to work with local resources that can provide potential job candidates, to develop creative recruiting strategies based on local market knowledge, and to dedicate time each week to the fulfillment of these duties.
• Workforce planning. You would represent FurstPerson during the local site operation meetings where hiring needs will be discussed and planned. You would then need to communicate those hiring plans back to the central operations team for resource planning. In addition, you would need to lead the sourcing requirements for the workforce planning.
• Site reporting. You would also have responsibility for managing site reports – both to the client and to the internal FurstPerson project team.
• Site financial management. The project is budgeted by site. You would have ownership of the site budget and work closely with the FurstPerson finance team to make sure that the site is on-budget for the overall project.
• FurstPerson product and service knowledge. As the FurstPerson representative onsite with the client, you would be expected to have a strong knowledge of FurstPerson’s products and services. You should be capable of explaining these solutions to the client and fielding questions regarding the solutions.
This position reports to a Director based in Sacramento, CA. Corporate leadership is based in Chicago. Travel is minimal.
Compensation is competitive and includes the following components:
• Base Salary
• Performance Pay Incentives. You must be open to having some “at risk” dollars based on your performance and performance of your team
• Health and Dental Insurance after 90 days
• 401K Plan
• Vacation
• Direct Deposit
Your experience may include:
• Proven client management experiences; experience working with all levels of clients ranging from entry level to executives
• Proven staffing industry management experience, particularly in the area of recruiting; call center operations experience a plus
• High level of comfort with data analysis
• High level of confidence in meeting performance requirements
• Demonstrated ability to think logically through problems and arrive at conclusions; excellent problem-solving ability
• Solid understanding of business economics and how profit is generated and lost
• Excellent oral and written communication in a business environment
• High level of flexibility required
• Strong multi-tasking ability
Learn more about us at www.furstperson.com.
To apply, please send your resume to dena.jimena@furstperson.com
- Location: Englewood, CO
- Compensation: DOE
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