Pontoon drives the acquisition of permanent talent and manages contingent and project workforce on behalf of an organization. We ensure a superior candidate experience and maximize employer brand. We provide efficiency, flexibility and scalability. We manage and optimize supplier partnerships and leverage the best workforce technologies. We manage risk and give full visibility of an organization’s talent.
Proudly part of The Adecco Group – the world’s leading provider of workforce solutions and a Fortune Global 500 company – the Pontoon team supports clients across the globe in over 100 countries.
Sourcing and Engagement Lead is dedicated to our MSP client (contingent recruitment) - one of the largest technology brands in the world!
Sourcing and Engagement Lead leads the team and provides front‐line customer service and escalation support to internal team members, clients, staffing partners and users for the various supported Vendor Management Software solutions. Responsible for addressing and communicating ongoing issues through the appropriate escalation process and providing timely feedback and responses to end users. Responsible for driving client and internally owned projects and initiatives, proposition solutions and building execution plans.
Responsible for case review, entry and maintenance with the VMS technology. The MSP Team Leader must work with all parties for problem resolution and must provide a professional response and exhibit strong customer service orientation when dealing with all partners. Takes responsibility for supervising the team to ensure work is managed in an efficient, effective and timely manner while meeting/exceeding SLA’s. Works under general supervision.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Manages the end to end vacancy life cycle for open roles across the MSP program
Builds relationships with client workstream owners
Establish and maintain rapport with the client
Acts as SME for tactical program management for their specific region/span of control
Provides customer with regular updates regarding the MSP activities and overall performance to metrics
Provides assigned resources adequate oversight, training and leadership to ensure they reach potential
Acts as the day-to-day escalation contact for Program team members within the accounts the VMS technology to ensure optimum, cost-effective, timely and high-quality results
Satisfies quality metrics that are established for the program and ensures supplier adherence to quality standards and compliance requirements
In partnership with Program Manager, Trains supplier staff members so that each member is fully trained and 100% compliant to program expectations
Supports billing reconciliation and negotiations
Manages team members, both onsite and remote
Hold team members accountable to SLAs, client delivery, and other performance goals
Responsible for all people management, coaching and development, training, and other applicable responsibilities
Leads by example, responds and answers GUTS tickets and email correspondence in a timely manner/according to SLA’s within a customer centric Managed Service Provider (MSP) Programs
Uses working knowledge of various supported Vendor Management Software to troubleshoot issues
Uses standardized situational responses and processes to resolve customer issues for consistency but tailor’s appropriate response based on the situation to ensure the best possible level of service is delivered
Documents and escalates all contacts reported by users following Customer Support standard operating procedure
Resolves escalated customer issues that are not being solved by team or where customer escalates
Identifies solutions to ongoing or repetitive issues
Partners with client on projects and initiatives in ongoing business operations
Maintains and continually increases knowledge of supported software solutions and customer business processes
Maintains thorough and accurate documentation on any end user interactions
Pulls, prepares and checks reports for operational monitoring
Acquires knowledge through issue analysis, testing, and working with higher level support departments and aids in development and sharing of best practice
Escalates such issues according to standard escalation process
Closely monitor execution of Program Consultants & Coordinators to responsibilities/assigned tasks, ensuring program is achieving/exceeding predetermined company targets and SLA’s
Provide on‐going training to team as individual professional and/or business needs dictate.
Assists with training of new team members on standards and practices so that required tasks, both existing and future, can be effectively executed
Supports the Program Manager with new hire screening and on‐boarding
Assists Program Manager with staff scheduling changes to meet/anticipate business needs and is able to work flexible working hours to meet demands of the client
Meet with Manager on a regular basis to provide feedback but also to receive instruction or action
Interacts and coordinates with the Program Managers and Program Consultants frequently to communicate questions and receive updates on current requisition activity. Ensure work related information is circulated to entire team to avoid miscommunication, customer disruption, and/or lapse in customer service.
EDUCATION/EXPERIENCE & OTHER POSITION REQUIREMENTS:
Minimum of four (4) years full time work experience with (3) years in service level industry and a proven track record measured by increased responsibilities
Previous account management experiences a must
Staffing and recruiting experience preferred but not required
Previous people management experience
Multi country/region experience a plus
Should have relevant Word/ Excel skills
Excellent comprehension and written/ oral communication skills in English
Critical thinking and problem-solving skills – able to make judgments in ambiguous cases
Strong client management capabilities, building rapport and confidence
Effective time management skills, able to multitask in a fast-paced, high-volume environment
Must be able to communicate effectively and clearly in writing and orally, both in one-on-one and in group presentation situations.
Ability to interact and communicate with all levels of staff and management.
High level of issue identification and problem-solving skills
High levels of customer service and relationship management
Experience of working to deadlines in a fast-paced environment with high-volume workload
Strong organization and planning skills, ability to manage high volume of work and multiple changing / conflicting priorities.
Strong work ethic, mature with positive and can-do attitude.
Lean Six Sigma certification (at least Green Belt) is a preferred
Kind attention: Pontoon India does not collect any fee/s from the candidate for recruitment. Pontoon India employees are not allowed or authorized to collect any fee/s from the associates, candidate and client. Selection of candidate/associate is based on defined process, merit and as per the requirement