Responsibilities
- Oversee active contracts to meet client requirements while supporting employee needs and engagement
- Lead and develop a high-performing team through effective people management and team building
- Manage the full employment lifecycle for direct and indirect reports, including hiring, onboarding, training, performance reviews, development planning, succession, and offboarding
- Ensure team compliance with organizational and client policies, service standards, and quality expectations, applying corrective actions when needed
- Maintain consistent communication through regular team and individual meetings to align on goals, performance, and organizational updates
- Promote cross-training and collaboration to enhance service delivery and team resilience
- Drive operational excellence to meet or exceed client expectations
- Implement and maintain high-quality service delivery using standard procedures, account planning, and performance metrics to ensure client satisfaction and team productivity
- Ensure proper use of the Engage system in line with best practices across the team
- Understand Engage system functionality, including data inputs and outputs
- Leverage Engage data at an expert level for reporting and to monitor team performance, workflow, and quality outcomes
- Lead continuous improvement initiatives, proactively identify risks, propose solutions, and resolve escalated client issues promptly
- Manage staffing levels and workflow distribution using workload data to align resources with demand by shift or service area
- Analyze monthly profit and loss statements and recommend adjustments to the financial analyst
- Monitor labor distribution, control overtime, and manage time-off to minimize non-billable costs
- Prepare and issue monthly invoices in compliance with contractual terms
- Contribute to budget planning and ensure operations align with timelines and financial targets
- Build and maintain strong client relationships through consistent service quality and engagement
- Lead monthly Client Service Reviews with data-driven insights and recommendations for process improvements that benefit the client
- Regularly collect and assess client feedback through outreach activities
- Inform clients about current and available services by understanding their business goals and how service offerings contribute to their success
- Identify and escalate opportunities for account expansion, new service offerings, or solutions to client challenges through client interactions
- Lead or support due diligence and implementation of new business initiatives, including people, process, and technology integration, within assigned accounts or others as needed
- Follow company and client site-specific policies and procedures
Other
- Work takes place in a professional office setting
- Adherence to dress codes set by the business or client is required
- Potential hazards involve regular use of office equipment such as computers, printers, copiers, scanners, binders, paper cutters, and exposure to toner and cleaning products
