Call Center à Canada

Onsite Program Manager - 0033755

CA-ON-Brampton

Worker Location: On-Site

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