Sr Program Consultant

GENERAL RESPONSIBILITIES:

Manages the contractor onboarding process.

Responds to tickets and inquiries including/ but not limited to: general request inquiries, assignment updates/changes, invoicing questions/concerns, timesheet questions/concerns, visa letter requests, reporting requests, conversion fee inquiries, etc.

Influences internal buyers or hiring managers regarding their talent acquisition needs.

Provides consultative support to end users to clarify job responsibilities, skills, and other requirements of specific requisitions.

Creates custom talent acquisition strategies per requisition based on hiring managers talent

challenges.

Works with internal team including Program Managers and Engagement Coordinators/Specialists, to ensure uniform results to the client, suppliers, and candidates.

Offers subject matter expertise specific to talent acquisition, domain knowledge, industry, contingent labor, etc.

Assists Program Manager and Supplier Manager to facilitate program Standard Operating Procedures (SOP) training and updates to supplier community on a regular basis to ensure understanding and compliance.

Provides insight and guidance to Engagement Coordinators regarding requisition supplier distribution and resume shortlisting strategies.

Responds and answers all inbound telephone calls, ticket requests, and e-mail correspondence in a timely manner/according to SLA's.

Uses working knowledge of various supported Vendor Management Software to troubleshoot issues.

Uses customized and standardized situational responses and processes to resolve customer issues.

Recognizes and gathers relevant information on customer issues/scenarios requiring further solutions. Escalates such issues according to standard escalation process.

Documents and escalates all contacts reported by users following Customer Support standard operating procedure.

Maintains and continually increases knowledge of supported software solutions.

Assists with training of peers in the standards and practices within the Customer Support organization.

Interacts and coordinates with the Program Managers and Advisory Consultants frequently to communicate questions and receive updates on current requisition activity