MSP Program Manager (CA)

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Job description

Acro is seeking an MSP PROGRAM MANAGER to join our growing team in the Los Angeles County, CA Area. Prior IT staffing experience is strongly preferred for this role. Also, this position is currently remote due to COVID restrictions, but once restrictions are lifted, the MSP Program Manager must be onsite at the client's location.

SUMMARY

• The MSP Program Manager (PM) is responsible for working with client users to facilitate delivery by MSP program suppliers of the temporary personnel required by the client. The PM will provide responsive and professional service to client users in requesting, selecting, and managing temporary personnel.
• The PM will work with and manage MSP program suppliers to ensure all client positions are filled in a timely manner and within the established pricing framework.
• The PM will ensure that the suppliers take sequential steps in the candidate selection process (i.e., submittal, interview, drug and background screens, and onboarding) in a responsive and timely manner.
• From time to time, and at certain clients, the PM may be required to work with suppliers of statement-of-work (SOW) services to help client users acquire contingent talent under an SOW.
• The PM will ensure all program suppliers and their contingent workers comply with client policies and procedures and applicable regulations. The PM will be highly proficient in the use of the VMS being used in the MSP program and serve as the First Level of VMS support for all users.

DUTIES & RESPONSIBILITIES

• Work daily within Vendor Management Systems (VMS), including Acro's own XRM System, reviewing customer requisitions, supplier submitted resumes, and onboarding documents to ensure compliance.
• Must maintain a high level of customer service on a daily basis by maintaining a continual feedback loop to client users either through the VMS, email, or phone regarding activity against their open requisitions. Respond to all client service requests or queries immediately, but in no event later than two business hours.
• Manage daily contacts (phone calls, emails, IMs) from suppliers regarding the submitted candidates or other issues pertaining to their assigned workers. At times, respond to contacts from temporary employees regarding entering of time and expenses and other relevant issues.
• Maintain a thorough understanding of the candidate recruitment process and resume evaluation for a number of various job categories which may include technical, IT, professional, industrial, and other categories required by the specific client.
• Promptly update other members of Acro's MSP program team for clients regarding activities affecting the program to ensure all Acro team members are on the same page; such updates can be in the form of timely entry of information or notes in the VMS, or by email, calls or meetings.
• Train and assist using managers on all aspects of the VMS, including how to create a requisition, review submittals (resumes), schedule interviews and select a candidate for an assignment.
• Train and assist suppliers on all aspects of the VMS, including how to submit resumes, respond to interview requests, download worker time, and other standard staffing/recruitment operating procedures.
• Answer any and all questions regarding the program and how it operates.
• When required, create the following within the VMS:
• New customer profiles (using managers)
• New client departments/divisions
• New requisitions on behalf of the client
• New supplier profiles
• Understand concepts related to submittal to hire, interview to hire, acceptance to hire metrics, as well as fill rates and retention.
• Analyze and determine pricing for different skillsets when requested by various client representatives.
• Audit assignments and purchase orders to ensure they match the bill rates and terms of the specific requisition.
• Run a variety of reports out of the VMS on an as-needed basis and be able to understand and explain to others the data provided.
• Monitor all business activity within the VMS including interviews to make sure they have been accepted and confirmed by the client.
• Focus on meeting and exceeding program SLA's and KPI's

QUALIFICATIONS

Education

• Bachelor's degree. Additional years of similar work experience may serve in place of a degree.

Experience

• At least 8 years as an MSP Program Manager and/or large account management experience specifically in IT staffing.

Skills

• Highly proficient with Microsoft Word, Excel, and Outlook.
• Superior written and verbal communication skills; should have the ability to communicate with all levels of employees within the client or an associate vendor.
• Strong customer service values and abilities.
• Ability to multitask in a fast-paced environment.
• Ability to professionally negotiate rates and other terms as required.
• Ability to effectively develop good relationships with associate vendors, customers, employees, and managers.
• Ability to respond effectively to employees, customers, and associate vendors with excellent customer service skills to produce positive outcomes.
• Ability to remain confidential in all phases of the hiring process and throughout the duration of work assignments and maintain a professional appearance and attitude.
• Ability to create reports for client review.

PHYSICAL DEMANDS

• Frequently sits for long periods of time.
• May be required to occasionally lift up to 15 pounds.

WORK ENVIRONMENT

• While performing the duties of this job, the employee will work in an office environment.
• The noise level in the work area is usually low.
• Use of keyboard, monitor, mouse, and telephone.
• A great deal of the work is done via the computer/email/reports etc.

Acro values diversity in our workforce and is an Equal Opportunity and Affirmative Action employer. Acro is also committed to hiring veterans and offers sponsorship opportunities.