The role is designed to provide dedicated local support for a client utilizing one or more products. This position will serve as the primary point of contact as it pertains to operational issues, management of the temporary workforce, and service delivery. He/she will act as an extension of the client-s human resources department by developing and maintaining the relationship with the client and temporary employees through best in class service.
Working in conjunction with branch operations and shared services staff, the individual will have a broad range of operational responsibilities resulting in strong client and candidate engagement levels. These responsibilities include, but are not limited to, working with hiring managers to understand staffing needs, facilitating the process to acquire temporary staff, ongoing support of the temporary staff, problem resolution, and overall adherence to contractual service level agreements. In order to be effective, he/she must demonstrate an understanding of the client-s business, processes, procedures, and policies. This individual will be held accountable for meeting and exceeding the overall level of service delivery for the client location he/she supports, including client and candidate outcomes. The success of this individual will be highly impacted by their ability to establish strong working relationships with the client and the development of effective partnerships with the operational support functions within Kelly (e.g., operations, sales support, and product groups).
Recruitment and Candidate Placement - Maintains thorough understanding and knowledge of current hiring practices, recruitment strategies, and staffing industry trends - Analyzes client recruiting needs and works with account team to develop and deliver recruiting strategy - Develops and maintains relationships with recruiting sources - Involves local field operations in recruiting activities, as appropriate - Ensures successful implementation of strategic recruiting plan - Ensures timely candidate placements and healthy pipeline of qualified candidates - Understands client-s needs to create accurate job order and successful candidate placement - Maintains regular communication with client regarding order status and candidate updates - Facilitates the selection process including: screening and assessing candidates, administering evaluations, conducting interviews and reference checks, and making hiring decisions - Delivers client orientation/onboarding programs for temporary employees - Maximizes temporary employee conversion and direct hire fee income - Deploys and maintains temporary employee recognition and retention programs
Account Service Delivery - Serves as local contact for client/employee issues; identifies and executes appropriate actions to resolve issues and/or escalates as appropriate; monitors results to ensure action plans are effective - Monitors NPS results and develops plans to ensure we are meeting client expectations - Monitors compliance with client performance metrics including: order completion, fill order percentage, on-time fill of orders, temporary employee performance - Identifies and implements work processes that improve speed, productivity, efficiency, cost, and/or the client experience - Seeks first-hand client feedback and applies information to improve service - Conducts safety site surveys on behalf of Kelly - Documents order activity in front office systems - Maintains regular contact with client regarding orders (e.g., order confirmation and status updates) - Participates in client meetings, analyzes client needs, and takes orders - Manages co-employment issues and works with HR to make determination about the employment status of temporary workers - Monitors employee turnover and absenteeism, taking action as appropriate - Manages the cost of services: increasing Work Opportunity Credit revenue, reducing unemployment, and workers- compensation risk - Resolves reporting and billing issues - Reviews and manages internal reports - Provides additional administrative support, as necessary, to ensure internal and external client satisfaction Account Development (10%) - Develops strong relationships with client-s end users by understanding the client-s business and staffing needs and creating talent solutions for the client - Participates in routine business reviews - Participates in account-specific lead sharing meetings - Conducts skill alerts, increasing client awareness of Kelly-s suite of offerings - Communicates the value of Kelly programs and services to the client and temporary employees - Identifies potential business opportunities and facilitates connections between clients and Kelly products
Candidate Engagement - Manages the temporary workforce including, but not limited to, coaching, counseling, terminations, co-employment, sexual harassment investigations - Monitors Candidate NPS results and develops plans to ensure we are meeting candidate expectations - Demonstrates concern for candidate career growth and development, as well as personal goals and needs - Effectively communicates to candidates to ensure the work is meeting the needs and expectations of the candidate and client - Helps candidates succeed on the job via ongoing coaching, feedback, and development opportunities - Responds to candidate inquiries and addresses challenges in a timely manner - Deploys and maintains temporary employee recognition and retention programs - Serves as primary local contact for employee issues; identifies and executes appropriate actions to resolve issues and/or escalate as appropriate; monitors results to ensure action plans are effective
- High School Diploma or equivalent, Marketing, or related field relevant experience - 1 year recruiting, staffing or vendor management experience - Demonstrated experience in screening, hiring, orienting, training, assigning, and managing temporary employees. Must also be able to market candidates to hiring managers and negotiate salary rates. - Must be able to function in complex and matrix environments with multiple stakeholders - Ability to develop strong working relationships with all levels of individuals is essential - Good communication (both verbal and written), negotiation, interpersonal and decision making skills are required. Individual must be able to function independently/autonomously yet know when to get management involved. Must also be comfortable presenting to and influencing many levels of management both within Kelly and the client - Must be innovative in their approach, willing to take risks and operate successfully in ambiguous situations - Attention to detail - with the ability to multi-task, use sound judgment and prioritize are necessary - Strong leadership, problem solving and decision making skills required - Must have proficient computer skills including Word, Excel and PowerPoint Competencies Required - Demonstrates Business Acumen: Understands multiple Kelly business lines and how to leverage resources to grow the business and generate income. - Delivers Results: Develops and consistently executes performance objectives. - Resolves Problems: Recognizes issues and takes the appropriate action to resolve. - Uses Sound Judgment: Uses information from various sources to make solid business decisions. - Client Focused: Takes actions to meet or exceed client expectations. - Builds Relationships: Develops and leverages effective working relationships to create win-win outcomes.