Reference #: GIGWO011715
Description
Client Success Manager - Workforce Operations
Gig Worker Success Manager
Fluency in both Spanish and English is required.
On-site: M-F, 9AM - 6 PM (flexible) in Bethlehem, PA
Who We Are
As the United States' largest light industrial staffing company and the first workforce-as-a-service provider, our digital-first approach to staffing is rooted in a rich history of delivering high-quality, scalable workforce solutions to the organizations driving the American supply chain. Our colleagues are guided by our purpose of Championing People, Unlocking Potential and bring this to life every day as they help put hundreds of thousands of people to work at tens of thousands of companies across the country. The foundation of our culture is built upon a bridge to better, offering our colleagues rewarding and growth-oriented experiences that positively impact lives and businesses in innovative and meaningful ways.
Job Summary
The Gig Worker Success Manager is responsible for the day-to-day supervision of Gig Workers to ensure the timely, accurate, and quality delivery of customer goods and service. This role manages employee relations at local Client facilities where Gig Workers are placed- including training and orientation, coaching, advocacy, payroll administration, assignments management, schedule management, and understanding the worker pool. This role ensures client satisfaction and engagement through superior customer service and develops relationships with supervisors, leaders, local EB team, remote EmployGig team and Gig Workers. This role anticipates staffing requirements and expectations; develops value-added services to support changing client needs, works closely with the EmployGig operations team and PLX team to deliver both Gig Worker and Client satisfaction.
Your Role & Responsibilities
Fosters a consultative relationship with the client across all levels of management to ensure a clear understanding of the client's business, staffing needs, culture, and program expectations
Develops and executes effective recruiting strategies that deliver the applicant flow and hiring results to meet and exceed fill rate and on-time fill rate goals
Anticipates and understands the local talent market and put in place a workforce planning strategy to ensure a continuous pipeline of quality talent.
Delivers client customized new hire orientations
Runs and creates reports to identify workforce challenges, escalates when appropriate and collaborates with the client to create solutions
Audits onboarding requirements and confirms new hire start requirements are met
Deliver a consistent fill rate of 92% or higher
Communicates workforce needs to client for staffing productivity and includes labor market data to present plausible solutions
Participates in client forecasting meetings and remains informed and knowledgeable of client's current and upcoming business needs
Manages daily fill rate, time clock accuracy, communication with Gig workers, EmployGig team and Client
Documents and investigates safety incidents and participates in client meetings to discuss safety and operational efficiency
Handles worker's comp claims and documents unemployment
Initiates and completes client relationship mapping as needed
Coaches associates on policies that could have legal implications and involves onsite HR and leads investigations
Conducts employee performance reviews and assigns and ends associate assignments
Supports organizational objectives by upholding the integrity of operational infrastructure and ensuring that consistency and quality standards are met
Developing and implementing operational procedures and policies
Preferred Education, Skills, and Experience
Experience in a customer service role responsible for multi-level client communication
HR and data management experience
Familiarity with a heavy process-oriented environment
Able to lead, organize and build effective and diverse teams
Must have seasoned critical thinking and problem-solving skills
Practical experience and comfort with using operational software, Microsoft Office products, and basic data management tools for analysis
Competencies (Skills & Knowledge You'll Bring)
Ability to communicate with high level managers within the client organization and discuss strategic solutions
Act as a consultant to the client regarding job trends, productivity goals, staff planning, and goal assessments
Warehouse operations experience (or knowledge of) preferred - to support DC/warehouse operations leaders navigate and adjust to changing inventory demands
Strong understanding of technology platforms that support Gig, including the ability to troubleshoot and offer solutions for technical improvements and drive effective results
Comfortable addressing client concerns and challenges and developing solutions that meet the client expectations
Comfortable managing reports output and analyzing results to ensure accuracy as well as ability to thoroughly present/explain the data to the customer
Successful track record of increased customer service levels and satisfaction, enhanced scope of responsibilities and working relationships with colleagues/management
Demonstrable success managing a team or process
Ability to have an innovational mind set (See further)
Familiarity with a heavy process-oriented environment
Must have seasoned critical thinking and problem-solving skills
Communicates information and ideas clearly and articulately both in oral and written form. Uses appropriate language, style and methods depending on audience and the purpose of communication
Achieve results in a quality, timely, and cost-effective way. Sees priorities, plans the efficient use of resources, and monitors progress against objectives.
Responds positively to change and adapts to new situations quickly. Able to take on a diverse range of tasks equally effectively
Your Work Environment (Physical Demands)
Typically work is performed either in an warehouse and/or office environment or a suitable workspace to conduct business free of distractions and background noise. This position requires compliance for all occupational safety and health standards, rules, and regulations. Below are a few standards specific for this position:
Sit or stand for long periods of time and walk short distances
Regularly required to talk, hear, and communicate in writing
Adjust to vision for both close and distance views
Stoop, kneel, bend, crouch and lift up to 25 pounds
Travel Requirements
Minimal to no travel time expected for the position
EmployBridge offers a competitive base salary plus monthly bonus potential! Additional benefits package for full time colleagues that includes:
High EQ/High IQ team
Comprehensive Medical, Dental & Vision benefits starting on the first of the month following hire date
Prescription Drug Benefits
8 Paid Holidays per year
2 Floating Holidays per year
Paid Time Off
401(k)
Wellness Program
Parental Leave
A variety of career paths and encourage promotion from within.
The EmployBridge Story
EmployBridge is the largest light industrial staffing supplier in the United States and a preeminent resource for professional staffing. We offer local expertise and service through our 400+ branches.
EmployBridge offers a competitive benefits package that includes Medical/Dental/Vision, prescription drug benefits, 401(k), pa
