Onsite Manager

Indeed Flex•Dallas, TX

22h•$60,000 - $70,000•Onsite

About The Position

The primary purpose of this position is to manage shift and fulfillment-related functions directly at a customer’s location. Additionally, the onsite manager may lead and manage a team directly, ensuring optimal staffing and operational efficiency. The scope of this role will vary based on the customer and account size. The main focus of the Onsite Manager is to ensure that the client needs are met in respect to the fulfillment of the staffing requirements and management of the workers being supplied by either Indeed Flex or our partner agencies, providing feedback to both the client and internally.

Requirements

Minimum two (2) years of supervising a team of support representatives in a high-volume, high-urgency environment with omni-channel support platforms
Highly proficient in delivering best-in-class customer service and support in an omni-channel support environment
Demonstrated support in providing strong leadership and direction to a team of direct reports with performance management and communication for an a-synchronous, globally distributed team
Expertise in digital support platforms, including CRM, knowledge repositories/wikis, data management, data visualization tools, analytics & reporting, etc
Expertise in Google Workspace or Microsoft equivalent
Exceptional interpersonal skills to collaborate and communicate effectively with relevant internal and external stakeholders at all levels of the organization
High-level of technical acumen and proficiency to learn and utilize new software and technologies quickly to continuously evolve and improve our tech-driven advantage
High-level of analytical and critical thinking skills with a strong drive to investigate, analyze, and resolve simple and complex problems
Strong organizational and time management skills to manage multiple priorities and meet conflicting deadlines with minimal direct supervision
Highly proficient with Microsoft Office / Google Workspace software suite
Highly proficient with utilizing several tools to enable real-time collaboration with a globally distributed workforce such as Miro, Monday, Salesforce, Google Meet, Zoom, Slack, etc

Nice To Haves

Proven track record in oversight and and improvement of onsite operations, preferably within a similar industry

Responsibilities

Build and maintain good relationships at all levels of the customer’s organization and deliver exceptional service by handling all customer service inquiries, concerns, and issues and ensuring consistent quality.
Works with the customer’s team to coordinate and forecast staffing requirements.
Facilitate new hire orientations and pre-training with temporary staffing employees for proper transition to the assignment.
Oversee quality control functions, such as tracking Flexer attendance, productivity, and overall job performance to ensure Customer Satisfaction (CSAT).
May lead and direct Onsite Supervisor team based on the size and scope of the account.
Manage and oversee daily timekeeping process and reconciliation of time to ensure payroll and invoice accuracy.
Perform quality control functions to ensure the customer is satisfied across all levels of the organization.
Complete daily, weekly, and monthly reporting on key performance indicators and use the information to communicate with the customer and identify areas for improvement.
Counsels temporary employees relative to attendance, productivity, and overall job performance
Maintain compliance with operations, systems, and employee records. Ensure compliance with the contract between the customer and Indeed Flex for background checks, drug screening, billing, and any other terms outlined in the agreement.
Ensure accurate and timely information about the account and assigned temporary employees are entered into the operating system. Maintain customer information relative to specific on-site accounts in the system.
Perform quality evaluations on temporary employees, through the rating system.
Participate in the customer’s safety program and verify that employees follow safety policies and PPE requirements. Accident review, investigations, and report of injury with the safety department as needed.
Implement employee programs and activities to improve KPI performance, such as absenteeism and turnover.
Assist in the coordination and selection of secondary vendors.
Communicate regularly on account status, to appropriate internal stakeholders
Complete measurement and reporting every week, including analyzing key performance indicator measurements and identifying opportunities for improvement.
Complete and facilitate partnership review meetings with the customer and Indeed Flex team every quarter, ensuring quality and continuous improvement.
Participate in the customer’s meetings as appropriate to stay informed of the operations.
Work closely with all relevant internal stakeholders to ensure that appropriate demand requirements are reported back to those stakeholders so they can ensure a good quality supply which can satisfy that demand.