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Sourcing and Engagement Lead

Pontoon

Job details

location-pin Toledo, Ohio, United States
location-tag 8078
Join Pontoon and you’ll be part of a game-changing, global business. Through enterprise, energy, curiosity and collaboration we deliver innovative human capital solutions to organisations in more than 100 countries.

We’re part of the Adecco Group - the world’s leading provider of workforce solutions - so we have a strong network of expertise and over 80,000 great people to work with.

Bring us your ideas and a progressive mindset and you could help us change the way organizations everywhere think about talent.

SUMMARY

The Sourcing and Engagement Lead will be working on a brand new global MSP - Contingent Recruitment Solution - for one of the most well known multinational technology companies in the world!

The Sourcing and Engagement Lead will lead the North America coordinating team and provide front‐line customer service and escalation support. You will be responsible for addressing and communicating ongoing issues through the appropriate escalation process and providing timely feedback and responses to end users. The lead will be responsible for driving client and internally owned projects and initiatives, proposition solutions and building execution plans.

What's the role?

You will take ultimate responsibility for case review, entry and maintenance with the VMS technology. The MSP Team Leader must work with all parties for problem resolution and must provide a professional response and exhibit strong customer service orientation when dealing with all partners. The lead will be responsible for supervising the team to ensure work is managed in an efficient, effective and timely manner while meeting/exceeding SLA’s.

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Responsible for all people management, coaching and development, training, and other applicable responsibilities
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Satisfies quality metrics that are established for the program and ensures supplier adherence to quality standards and compliance requirements
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Trains supplier staff members so that each member is fully trained and 100% compliant to program expectations
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Supports billing reconciliation and negotiations
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Manages team members, both onsite and remote
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Hold team members accountable to SLAs, client delivery, and other performance goals
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Resolves escalated customer issues that are not being solved by team or where customer escalates. Identify solutions to ongoing or repetitive issues
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Partners with client on projects and initiatives in ongoing business operations
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Pulls, prepares and checks reports for operational monitoring
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Closely monitor execution of Program Consultants & Coordinators to responsibilities/assigned tasks, ensuring program is achieving/exceeding predetermined company targets and SLA’s
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Provide on‐going training to team as individual professional and/or business needs dictate.
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Assists with training of new team members on standards and practices so that required tasks, both existing and future, can be effectively executed

What you need

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Significant experience in the customer service level industry and a proven track record measured by increased responsibilities
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Previous account management experiences is strongly recommended
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We do prefer for you to have staffing and recruiting experience, but it is not required
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You certainly will be required to have previous people management experience
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Multi-country/region experience would be plus
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We are looking for an excellent communicator, both in person and on paper
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We need someone who can think critically, enjoys solving problems and is able to make judgements in ambiguity.
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The ideal candidate will have strong client management capabilities, building rapport and confidence.
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Lean Six Sigma certification (at least Green Belt) is a preferred but not essential
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What it means to be part of the Adecco Group.

For over 50 years, we’ve helped connect thousands of people from all different backgrounds and cultures with employment opportunities across the world. We provide leading HR services and solutions, powering the world of work that not only gives our clients a more personalised experience, but also gives our colleagues a sense of purpose and value in the work they do with us. Being a part of our international group means being part of a community that drives each other to be their best. You’ll do work that challenges the lives of our clients. You’ll be a part of a spirited and professional network of people who believe in what we’re doing. And, you’ll believe in it too.

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