Workforce Support Specialist Job in Rochester, New York US
JOB SUMMARY:
Responsible for post fulfillment support of the workforce. Works to support clients in a high quality, cost effective manner across multiple client engagements. Works under general supervision.
ESSENTIAL FUNCTIONS:
Responsible for post fulfillment support through the use of Vendor Management System (VMS) technology. Ensures the use of VMS technology for cost-effective, timely, and high quality results. Consults and coordinates with Manager - Requisition, Manager - Service Delivery, and others to better understand clients’ needs and to maximize level of service.
Supports and monitors the assignment revision process including managing assignment revision exceptions, answering customer inquiries, and providing guidance on appropriate revision type. May update the requisition record to include changes based on client business rules.
Monitors the time and expense process and the adjustment process through the use of VMS. May include review and/or approval of expense and adjustment items.
Escalates outstanding process items to client contact for resolution. May escalate internally to address repeat issues. Maintains thorough and accurate documentation on any end user interactions.
Communicates assignment extensions that are declined by supplier partner. Communicates any supplier partner assignment feedback to client end user. Determines root cause for declination and recommends appropriate action plan as appropriate.
Escalates outstanding items to client contact for resolution. May escalate internally to address repeat issues. Maintains thorough and accurate documentation on any end user interactions.
Responsible for monitoring the adjustment process through the use of VMS. May include review and/or approval of adjustment items. Escalates outstanding items to client contact for resolution.
Acts as a liaison to various Corporate Shared Services partners to ensure appropriate completion of deliverables. Acts as a conduit for feedback from Corporate Shared Services Partners to Service Delivery Manager and others to improve efficiencies.
Supports the recruitment and retention of newly acquired talent within the organization. Assists with training of peers in the standards and practices within the Delivery organization.
Works with all parties within MSP organization for problem resolution. Must provide a professional response and exhibit strong customer service orientation when dealing with all clients.
Works to meet all existing SLA’s (internal and contractual) and works to improve overall process by recommending improvements. Works to meet or exceed individual and group production targets.
Maintains a culture of continuous improvement. Works to maintain relevant business insight to support the MSP organization specifically related to skill discipline. Makes recommendations to improve efficiencies where applicable.
Position Requirements