Consultant Program - MSP Operations

The Adecco Group; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

The Adecco Group seeks a Program Consultant for MSP Operations to provide front-line customer service to internal teams, clients, vendors and users of Vendor Management Software solutions. The role involves issue escalation, problem resolution with the Center of Excellence, and timely feedback on ongoing issues.

You will assist with requisition reviews, data entry, and maintenance within VMS and CM systems.

Qualifications

• Audit and compliance & risk management experience.
• Data analysis and supplier scorecard management using Excel and PowerPoint.
• Ability to respond to tickets and inquiries and manage timelines per SLA.

Responsibilities

• Handle front-line customer service for internal teams, clients, vendors and users of VMS solutions.
• Review and process requisitions and enter/maintain data in VMS/CM systems.
• Respond to tickets, emails, and calls in a timely manner and escalate per standard procedures.
• Support training and sharing knowledge within the Customer Support organization.
• Maintain electronic records and tracking fields for requisition setup.

Skills

Customer service

Data analysis

Excel

PowerPoint

Tools

Vendor Management Software (VMS)

CM system

Job description

About the role

EMEA Shift

Program Consultant - MSP Operations

front-line customer service to internal team members, clients, vendors and users for the various supported Vendor Management Software solutions. Responsible for communicating ongoing issues through the appropriate escalation process and providing timely feedback and responses to the end users. The Engagement Coordinator must work with all parties within Center of Excellence for problem resolution and must provide a professional response and exhibit strong customer service orientation when dealing with all external clients. Responsibilities may include requisition review, entry and maintenance using VMS technology, CM system and other systems as required. Works under general supervision.

What you’ll be doing

• This role covers audit and compliance & risk management, supplier engagement, data analysis, supplier scorecard mgmt, preparation of decks & mgmt of extensions - using excel and PowerPoint.
• Responds to tickets and inquiries including/ but not limited to: general request inquiries, assignment updates/changes, invoicing questions/concerns, timesheet questions/concerns, visa letter requests, reporting requests, conversion fee inquiries, etc.
• Handles furlough tracking and exception approval process.
• Sends reminders for missing timesheets, assignments ending in 90 days, etc.
• Creates visa letters for time & materials contractors.
• Handles pre-ID/payroll request management.
• Responds and answers all inbound telephone calls, ticket requests, and e-mail correspondence in a timely manner/according to SLA’s.
• Uses working knowledge of various supported Vendor Management Software to troubleshoot issues.
• Uses customized and standardized situational responses and processes to resolve customer issues.
• Recognizes and gathers relevant information on customer issues/scenarios requiring further solutions.
• Escalates such issues according to standard escalation process.
• Makes recommendations to improve efficiencies where applicable.
• Works to meet all contracted SLA’s and works to improve overall process by recommending improvements to Advisory Consultant and/or Program Manager.
• Documents and escalates all contacts reported by users following Customer Support standard operating procedure.
• Maintains and continually increases knowledge of supported software solutions.
• Assists with training of peers in the standards and practices within the Customer Support organization.
• Creates and maintains electronic records and fields (e.g. customer numbers, cost center numbers) in support of the requisition entry set up.
• Receives and reviews new requisition requests daily using the VMS tool.
• Enters the requisition into the CM system promptly and accurately

Posting date: 19-07-2026