Bilingual Client Services Supervisor

Job Type

Full-time

Description

Proman Staffing is a member of the Proman global family of companies, and a leading provider of temporary staffing throughout the Southeast, Central South, Midwest, and Eastern United States.

Proman Staffing has created a strong reputation providing industrial staffing services for a wide variety of businesses.

Our success is our ability to incorporate top performance teams at our locations with a focus on the industrial sector of the market.

We are a global company proud of our family culture of working as one team for our customer's advantage.

The Client Services Supervisor will be responsible to provide excellent client satisfaction through the performance of Proman Staffing employees and to assure retention and growth of the current business.

This position is responsible for the overall service and management of Proman Staffing employees at multiple client sites.

Responsibilities include regular interface with the client to build a strong working relationship; planning, assigning and directing work;

counseling; addressing complaints and resolving problems; maintaining accurate work records and performance reporting. This position will also include interviewing, hiring and training new workers and participating in recruiting campaigns as directed by branch leadership.

Responsibilities

Operations Management

• Provide consistent employee orientation using company standards that include safety and accident procedures and anti-harassment standards.
• Ensure compliance by maintaining proper employee records including payroll, scheduling, disciplinary and counseling, etc.
• Use of all available tools to maintain the operation of the account such as Avionte, Web Mail and applicable timekeeping systems.
• Enforce policies specific to the client and document important information for both the client and Proman.
• Responsible for ensuring timely responses to all client job requests.

Customer Management

• Ensure customer satisfaction through identifying and addressing their needs and requirements in a timely and thoughtful manner and providing appropriate follow-up.
• Ensure compliance with Proman Staffing safety guidelines with site inspections and monitoring of accidents.
• Assist customer as needed with any workforce concerns.
• Build and maintain a positive business relationship with customer through frequent and open communications with key contacts and branch management.
• Ensures that all client problems and issues are handled / resolved effectively and quickly.
• Appropriately advises and / or escalates client problems and incidents to Branch Manager / RVP.

Team Management

• Work in conjunction with Branch Manager to counsel and discipline employees as needed. Maintain required documentation for all performance management activities.
• Assure communication of all Proman Staffing and client work policies and assure compliance with same.
• Provide timely unemployment and accident reporting. Monitor worker's compensation costs and provide oversight of transitional duty assignments.
• Works with National Unemployment Coordinator to monitor unemployment claims; may attend hearings by phone or in person.
• Ensures that good screening & skill evaluation is being done by Recruiters to guarantee the highest fill rates and the most qualified candidates.
• Ensures that successful compliance testing is being done if needed and that verification of certification is being done as needed.
• Ensures that pre-employment tests and reference checks are being done appropriately.
• Assists with new employee orientation, training and testing and ensures they are being conducted appropriately.
• Ensures effective communicating to temporary employees the skills required and expectations of jobs to which they are dispatched.
• Ensures accuracy and completeness of job information recorded by Recruiters in Avionte system.
• Assists with the development and execution of recruiting plans to ensure order fulfillment while assisting with recruiting for all open orders and partnering with local recruiting sources.

Requirements

• Results oriented, knowing when to take action and when to seek guidance or permission.
• Handles sensitive or difficult issues with confidence and in a calm manner and is not unduly influenced by intense emotions.
• Excellent communication (listening, speaking, writing) & diplomacy skills.
• Knowledge of Microsoft Windows, Outlook and Internet Explorer. Proficient in use of Excel and Word tools.
• Experience working with ambiguous situations.
• Is assertive but respectful in communications with clients and team.
• May require bilingual skills (English and Spanish).
• Comfortable in a manufacturing or distribution center environment.
• May involve lifting of up to 50 pounds.
• Must be able to travel throughout the facility (sometimes long distances) to monitor the work of employees and communicate with customer representatives.
• Must travel between customer sites and the branch location throughout the day.

Qualifications

• High School Diploma / GED required.
• AA or BA in Business Administration or related field preferred or equivalent combination of education and experience.
• Minimum 1 to 2 years' experience in a supervisory role preferably in staffing or other customer service role.
• Experience working with time keeping systems and various business reports.
• Experience working with a high level of independence.
• Demonstrated experience in managing competing demands.
• Background in Human Resources a plus.

This is not an all-inclusive list of duties and may include other duties and responsibilities as assigned by supervisor.