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Program Coordinator

Pontoon

Job details

location-pin National Capital Region, Philippines
location-tag 8120
SUMMARY:

As the Program Coordinator you will engage in providing support to managers preparing to start a vendor engagement, providing an intake call to review the scope of work, identify possible risks/concerns, and guiding the manager through the next steps of the process.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Achieve excellent customer satisfaction and exceed client expectations
* Build strong relationships with all stakeholders (client, suppliers, MSP team)
* Support onboarding activities including mailers, compliance and orientations

Vendor / Contractor Operations:

* Act as Service Support Centre ambassador and subject matter expert
* Oversee management of case management system for allocation of tasks and escalation cases
* Process workforce management tasks at volume and within SLA
* Oversee delivery of worker onboarding activities such as orientations and compliance
* Oversee delivery of recruitment activities such as resume screening and interview scheduling
* Act as escalation POC for team activities, and follow through to resolution
* Build relationships with stakeholders and suppliers to drive efficiencies in tactical operations
* Ensure highest levels of customer service are provided and maintained

Optimization & Collaboration:

* Strategically align with global team to ensure transparency and consistency of cross-regional delivery
* Drive operational evolution through global collaboration for design of efficiency initiatives/gains
* Proactively analyze data to uncover opportunities for process optimization
* Proactively conduct quality audits to identify gaps/misses and areas for ongoing review/development
* Identify improvement ideas via the strategic use of VMS and client technologies
* Participate in stakeholder discussions presenting metrics and work examples. Additionally, be prepared to explain processes, discuss achievements, address change impacts and identify value adds

Reporting & Analysis:

* Work to provide accurate, timely and complete performance analyses
* Conduct root cause analysis and build solid recommendations/outcomes
* Conduct regular quality audits and checks, and report on findings
* Contribute to monthly and quarterly business reviews via metrics and compliance reporting
* Review team output for trending and peaks/troughs

EDUCATION/EXPERIENCE & OTHER POSITION REQUIREMENTS:

* Bachelor's Degree holder or relevant work experience
* At least 2 years of work experience in data management
* Exposure to HR, recruiting, training and/or service environment/s ideal
* Track record of increased responsibility and trajectory, ideally in a mid-level management position
* Effective people management skills, motivated by collaboration and teamwork
* Quality customer service, always focusing on the solution
* Impeccable communication (written/verbal) skills in English (mandatory) + Japanese (ideal)
* Ability to work flexibly and independently, and can think on your feet
* Analytical ability to review data/reports and identify trends
* Self aware, good judgement, strength of character
* Strong Excel; MAC/Google Docs; VMS/ATS experience
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