Gig Worker Success Manager - Bilingual

Ultipro; McDonough (GA); On-site; USD 65,000 - 90,000; Full time

Job summary

EmployBridge in McDonough, GA is seeking a Client Success Manager (Gig Worker Success Manager) to supervise gig workers and ensure timely, accurate delivery of goods and services. You will train, coach, and manage payroll, assignments, and scheduling while building strong client relationships.

You will lead recruiting strategies, workforce planning, and reporting to meet fill rate targets, and collaborate with the EmployGig and PLX teams to drive client satisfaction.

Qualifications

• Experience in a customer service role responsible for multi-level client communication.
• HR and data management experience.
• Familiarity with a heavy process-oriented environment.
• Ability to lead, organize and build effective and diverse teams.
• Seasoned critical thinking and problem-solving skills.
• Experience using operational software, Microsoft Office products, and basic data management tools for analysis.

Responsibilities

• Fosters a consultative relationship with the client across all levels of management to ensure a clear understanding of the client's business, staffing needs, culture, and program expectations.
• Develops and executes effective recruiting strategies that deliver applicant flow and hiring results to meet fill-rate goals.
• Anticipates local talent market and puts in place a workforce planning strategy to maintain a pipeline of quality talent.
• Delivers client customized new hire orientations.
• Runs and creates reports to identify workforce challenges and collaborates with the client to create solutions.
• Audits onboarding requirements and confirms new hire start requirements are met.
• Delivers a consistent fill rate of 92% or higher.
• Communicates workforce needs to client and includes labor market data to justify solutions.
• Participates in client forecasting meetings and stays informed on business needs.
• Manages daily fill rate, time clock accuracy, and communications with Gig workers, EmployGig team and Client.
• Documents and investigates safety incidents and participates in client meetings on safety and efficiency.
• Handles workers' comp claims and unemployment documentation.
• Initiates and completes client relationship mapping as needed.
• Coaches associates on policies with potential legal implications and involves onsite HR.

Skills

Customer service

HR data management

Team leadership

Critical thinking

Problem solving

Data analysis

MS Office

Client communication

Process orientation

Job description

Location: McDonough, GA

Hours: 8 am - 5 pm or 9 am 6 pm

The successful candidate must have flexibility.

The Client Success Manager (or Gig Worker Success Manager) is responsible for the day-to-day supervision of Gig Workers to ensure the timely, accurate, and quality delivery of customer goods and service. This role manages employee relations at local Client facilities where Gig Workers are placed- including training and orientation, coaching, advocacy, payroll administration, assignments management, schedule management, and understanding the worker pool. This role ensures client satisfaction and engagement through superior customer service and develops relationships with supervisors, leaders, local EB team, remote EmployGig team and Gig Workers. This role anticipates staffing requirements and expectations; develops value-added services to support changing client needs, works closely with the EmployGig operations team and PLX team to deliver both Gig Worker and Client satisfaction.

Your Role & Responsibilities

• Fosters a consultative relationship with the client across all levels of management to ensure a clear understanding of the client's business, staffing needs, culture, and program expectations
• Develops and executes effective recruiting strategies that deliver the applicant flow and hiring results to meet and exceed fill rate and on-time fill rate goals
• Anticipates and understands the local talent market and put in place a workforce planning strategy to ensure a continuous pipeline of quality talent
• Delivers client customized new hire orientations
• Runs and creates reports to identify workforce challenges, escalates when appropriate and collaborates with the client to create solutions
• Audits onboarding requirements and confirms new hire start requirements are met
• Deliver a consistent fill rate of 92% or higher
• Communicates workforce needs to client for staffing productivity and includes labor market data to present plausible solutions
• Participates in client forecasting meetings and remains informed and knowledgeable of client's current and upcoming business needs
• Manages daily fill rate, time clock accuracy, communication with Gig workers, EmployGig team and Client
• Documents and investigates safety incidents and participates in client meetings to discuss safety and operational efficiency
• Handles worker's comp claims and documents unemployment
• Initiates and completes client relationship mapping as needed
• Coaches associates on policies that could have legal implications and involves onsite HR and leads investigations

Preferred Education, Skills, and Experience

• Experience in a customer service role responsible for multi-level client communication
• HR and data management experience
• Familiarity with a heavy process-oriented environment
• Able to lead, organize and build effective and diverse teams
• Must have seasoned critical thinking and problem-solving skills
• Practical experience and comfort with using operational software, Microsoft Office products, and basic data management tools for analysis

Competencies (Skills & Knowledge You'll Bring)

• Ability to communicate with high level managers within the client organization and discuss strategic solutions
• Act as a consultant to the client regarding job trends, productivity goals, staff planning, and goal assessments
• Warehouse operations experience (or knowledge of) preferred - to support DC/warehouse operations leaders navigate and adjust to changing inventory demands
• Strong understanding of technology platforms that support Gig, including the ability to troubleshoot and offer solutions for technical improvements and drive effective results
• Comfortable addressing client concerns and challenges and developing solutions that meet the client expectations
• Comfortable managing reports output and analyzing results to ensure accuracy as well as ability to thoroughly present/explain the data to the customer
• Successful track record of increased customer service levels and satisfaction, enhanced scope of responsibilities and working relationships with colleagues/management
• Demonstrable success managing a team or process
• Ability to have an innovational mind set
• Familiarity with a heavy process-oriented environment
• Must have seasoned critical thinking and problem-solving skills
• Communicates information and ideas clearly and articulately both in oral and written form. Uses appropriate language, style and methods depending on audience and the purpose of communication
• Achieve results in a quality, timely, and cost-effective way. Sees priorities, plans the efficient use of resources, and monitors progress against objectives.
• Responds positively to change and adapts to new situations quickly. Able to take on a diverse range of tasks equally effectively

Your Work Environment (Physical Demands)

• Sit or stand for long periods of time and walk short distances
• Regularly required to talk, hear, and communicate in writing
• Adjust to vision for both close and distance views
• Stoop, kneel, bend, crouch and lift up to 25 pounds

EmployBridge is an Equal Opportunity Employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, military or veteran status, genetic information, or any other characteristic protected by federal, state or local laws.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.