Bilingual On-site Manager

Surge Staffing•Lakeland, FL

4d•Onsite

About The Position

The Bilingual On-site Manager is responsible for meeting the temporary staffing and/or training needs of a major Surge client. The role provides high-quality service to the client and temporary employees by matching workers’ skills to customer needs, developing and retaining business through outstanding customer service, and completing administrative work that supports service quality and performance. The manager may supervise Workforce Staffing Specialists and Workforce Supervisors. This is a bilingual English- and Spanish-speaking role with work hours of 6 a.m. to 3 p.m. The position manages client relationships and staffing operations, including obtaining assignment details, filling orders with quality placements, maintaining communication with the client, and identifying opportunities to expand business. It also oversees temporary employee recruiting, orientation, attendance, performance, coaching, recognition, and retention, while ensuring company standards and policies are followed. Administrative and account responsibilities include maintaining records and reports, monitoring account profitability, reconciling invoices, supporting collections, and coordinating with company departments and vendors. The manager may also assist with unemployment and workers’ compensation claims and perform the duties of a Workforce Supervisor or Workforce Staffing Specialist as needed.

Requirements

Must be able to read, write, and speak both English and Spanish.
High school diploma required.
At least 1–2 years of supervisory experience or 3–5 years of previous customer service industry experience required.
Ability to access locations where needed people, information, or equipment are situated.
Ability to understand and accurately apply basic math skills.
Proficiency with Microsoft Word, Excel, PowerPoint, Outlook, and the Internet.
Ability to competently use work-related equipment and materials.
Ability to remember policies and procedures or locate resources to find information as needed.
Ability to travel to customer sites and other company offices as needed.
Effective and tactful communication skills; strong written and verbal communication skills.
Ability to work independently and with team members, shift between tasks, and remain cooperative, patient, and calm under pressure.
Ability to organize items in a specified order, such as alphabetically or numerically.
Ability to produce results autonomously within company guidelines and adapt to changing priorities.
Ability to provide excellent customer service to clients, including customers and employees.
Ability to advise, counsel, guide, and influence the opinions and decisions of customers and employees.
Previous business development experience, including developing sales strategies, cold calling, sales presentations, closing techniques, and developing service and pricing proposals.
Ability to succeed in a fast-paced, highly competitive, deadline-oriented environment.
Self-motivation and a demonstrated sense of urgency in sales- and service-related activity.
Exceptional communication, presentation, follow-up, negotiation, and closing skills, with a strong emphasis on listening.
Ability to develop teams and work effectively in team environments.
Strong leadership, initiative, and creativity, including the ability to identify and convey successful techniques and approaches.
Ability to develop employees’ professional skills.

Nice To Haves

Bachelor’s degree or equivalent business experience preferred.
Successful prior experience as a Branch Supervisor or Manager preferred.

Responsibilities

Obtain detailed assignment information from the customer and use it to provide effective service and fill orders with quality placements.
Implement and manage company quality standards, including the Performance Selection System (PSS) program.
Customize or enhance recruiting, training, recognition, and retention programs to support customer service.
Implement a customer-specific orientation program for temporary employees that incorporates customer policies.
Supervise customer development activities and maintain strong client relationships.
Make skill-sourcing sales calls to acquire new business within the customer account.
Present e-solutions, HR services, payroll, assessments, training, and other offerings to the client to develop business opportunities.
Conduct regular client meetings and monitor and address personnel issues and concerns.
Implement company collection policies and procedures and liaise with Credit and Collections to resolve issues.
Reconcile invoices for accuracy and prepare them for approval and payment processing.
Monitor and maintain client account profitability.
Complete and maintain reports logging sales and service activity for individuals and client locations.
Schedule and check in temporary employees and provide pre-assignment orientation.
Monitor temporary employee attendance and performance; coach and counsel employees as needed to support quality, productivity, and job satisfaction.
Implement company award programs to recognize temporary employee performance.
Answer telephone inquiries from customers and temporary employees.
Maintain complete and accurate customer and temporary employee records.
Supervise Workforce Staffing Specialists and Workforce Supervisors as necessary.
Perform Workforce Supervisor or Workforce Staffing Specialist duties as necessary.
Produce requested management reports and follow company policies and procedures for staffing and customer activity.
Perform other duties needed for successful company operations.
Process or assist with unemployment claims as directed by Unemployment Department staff.
Process or assist with Workers’ Compensation claims as directed by Workers’ Compensation Department staff.
Develop and coordinate use of other staffing vendors as needed as part of a subcontractor management program.
Reconcile vendor invoices and prepare them for approval and payment as necessary.