Onsite Contingent Workforce Program Manager - Acton, United States - Atrium Staffing

Description

As a leading woman-owned, comprehensive talent management firm, Atrium is focused on providing holistic contingent workforce solutions in today's market. Recognized for our pioneering Applicant-Centric TM approach and award-winning culture, our expertise includes Staffing, Recruitment, and Workforce Solutions. With more than 25 years of experience, Atrium is a WBENC-certified trailblazer with a legacy of helping employer brands source unparalleled talent and technology-driven workforce solutions that put people first. Let's Get to Work.

Position Overview:

We are looking for a passionate and motivated Onsite Contingent Workforce Program Manager who has over 4 years of industry experience and is excited to grow their career by playing a key role in how our clients manage their temporary workforce and hiring initiatives. The Contingent Workforce Program Manager will be accountable for the management of a key client within Atrium's Contingent Workforce division. They will be responsible for maintaining and growing strong relationships with both client stakeholders and hiring managers, as well as support implementation activities and deployment of additional service lines across the account. The Onsite Contingent Workforce Program Manager will work a hybrid schedule within the client's Acton, MA headquarters and from home. The Onsite Contingent Workforce Program Manager will also assist with oversight of the internal team of Account Managers and Coordinators and serve as the primary point of escalation. In this role, the Contingent Workforce Program Manager will monitor program service level agreements (SLAs) to ensure contractual compliance while partnering with the team to maintain Atrium's trademark white-glove service. This position requires strategic thought partnership, operational savviness, time management, attention to detail, and the ability to work in a fast-paced, deadline-oriented environment. The Onsite Contingent Workforce Program Manager will join a dedicated team reporting to the Account Director. The role consists of 100% account administration. Here is what you should know if you want to join our team.

Responsibilities of the Onsite Contingent Workforce Program Manager:

• Serve as the client's primary liaison, for all operational and strategic inquiries as well as escalations. Manage and build relationships with end-users
• Be visible and available to client stakeholders, managers, and associates while onsite. Serve as an extension of the client's brand and be a true subject matter expert on all things contingent workforce
• Guide the internal team's daily workflow and operations including both long-term and daily goals to ensure program initiatives are achieved
• Provide guidance and training to client stakeholders and managers on best practices for engaging and managing contingent workers
• Develop strong, cross-functional Atrium and client relationships and maintain communication with managers and associates
• Maintain a continuous improvement mindset by regularly reviewing all program and system workflows inclusive of client VMS and Atrium systems. Identify and implement best practices and operational enhancements to improve efficiency and end-user satisfaction
• Proactively diagnose and resolve escalated issues promptly, together with leadership as needed
• Maintain team SharePoint sites, OneNote, and Excel spreadsheets to organize data as necessary
• Recommend, obtain buy-in, and implement improvements to the client's contingent workforce program as appropriate
• Hold staff meetings to ensure knowledge sharing among Account team members and address client-related developments, issues, and concerns
• Understand the detailed nuances of the service offerings and operational procedures
• Establish and maintain a professional working relationship with client contacts, to add credibility and a positive perception of Atrium
• Work closely with various Atrium and Client (Management, HR, Finance, others) stakeholders to build strong professional relationships that contribute to overall program adoption, development, growth, and success
• Participate in client calls related to various program engagement requests, including but not limited to Temporary Resource onboarding, high-level assignments, technology, billing, and more
• Identify, evaluate, onboard, and manage relationships with vendors and staffing agencies
• Partner with managers to review & prioritize expectations, understand hiring needs, and gather all engagement details
• Issue and monitor weekly worker, assignment, and payroll audits. Use findings to inform learnings and additional team training, where needed
• Adhere to state-specific payroll laws and I-9 classifications that impact the payroll process and remain up-to-date with changes to HR and payroll compliance. Pursue continuing education in these areas to become a subject matter expert
• Address and resolve any service or invoice-related concerns or billing discrepancies in a timely fashion
• Support the preparation and delivery of client reporting (such as weekly, monthly, annual headcount, spend, or attrition reports) to provide ongoing program summaries and business intelligence to clients. Leverage data to inform future design and improvements
• Create Quarterly Business Reviews, training presentations, program education materials and supplier scorecards
• Survey all users for program satisfaction and review results to determine actions to improve client and worker satisfaction, address positive or constructive feedback, and recommend best practices for continual improvement
• Prepare and participate in program education including the development and presentation of client, worker, and supplier training, program collateral, and educational materials. Provide training and education in one-on-one meetings, staff or departmental sessions, lunch and learns, etc.
• Partner with the Internal Payroll team to address any payroll errors quickly and accurately before processing which includes reviewing the error log, performing a mark-up check and processing any adjustments, and interfacing closely with the Atrium payroll department to ensure all jobs are coded correctly and hours are paid/billed correctly
• Perform Associate terminations and offboarding adding all notes to the tracker, and payroll system, and notifying management/HR where necessary
• Model the highest levels of professionalism and deliver 'white glove' service to support clients and candidates
• Promote program adoption, compliance, communications, onboarding, and other operations
• Respond to manager and associate inquiries and escalations in an efficient and timely manner
• Attend regular status meetings with both the internal Atrium team and clients to drive program goals and requirements
• Maintain standard operating procedures for all processes
• Assist with ad-hoc projects as needed, or other tasks as directed by your manager

• Experience: 4+ years of work experience within contingent workforce space with a strong foundational knowledge of MSP, VMS, HR, Staffing, Supplier Relations, Employment law, and Worker Classifications
• Communication: can clearly articulate how to complete onboarding tasks and can effectively liaison with managers and associates
• Empathy: understand how difficult the onboarding process can be and step into the associates' shoes and show you care
• Curiosity: understand the client/associate with effective questioning and listening. You are genuinely interested in helping
• Teacher: loves sharing insight and knowledge and is patient and thoughtful when educating
• Goal-oriented: excited for new challenges and work hard to achieve ambitious goals
• Growth: very receptive to feedback and use it to improve rapidly
• Delight: constantly think about making clients/candidates happy and always go the extra mile
• Problem-solver: adept at spotting issues and quickly suggest solutions
• Diligence: thorough, meticulous, and have astonishing attention to detail
• Positivity: warm, upbeat, and energizing and will brighten anyone's day

• Ability to sit for extended periods of time

• Bachelor's degree is required

• Atrium Care Package available, upon eligibility (PTO, Health benefits, Health savings account, Flexible spending accounts, Pet insurance, Paid holidays, 401k, and Commuter benefit program)