OPERATIONS SUPERVISOR | ACCOUNT LEAD

Job Description

As an Account Lead, you will be responsible for maintaining strong client relationships by understanding their staffing needs, serving as their main point of contact, and conducting regular satisfaction check-ins. You will oversee training, manage the pre-onboarding process, monitor staff performance, and ensure compliance with client procedures and metrics. Additionally, you will handle administrative tasks such as maintaining records and preparing performance reports, while collaborating closely with the Operations Manager to achieve client goals and support onboarding.


Job Responsibilities
Client Relationship Management:

Establish and maintain strong relationships with clients to understand their staffing needs.
Serve as the primary point of contact for client inquiries and issues.
Conduct regular check-ins with clients to ensure satisfaction with staffing services.



Training and Coaching

Client Interview Preparation (CIP): Conduct sessions to ensure candidates meet and exceed client expectations, fully preparing them for their roles.
Training Execution: Execute sales/account-related training as needed to enhance team skills and performance.
Pre-Onboarding Staff: Oversee pre-onboarding processes, including script training, product training, and mock calls, to ensure staff readiness.
Performance Review: Regularly review performance, providing feedback and coaching to drive continuous improvement and development.

Account Management:

Supervise and ensure consistent adherence to client procedures, KPIs, and metrics by staff members.
Ensure timely placement of candidates and address any issues that arise during the hiring process
Monitor the performance of placed candidates and provide feedback to clients and staff.

Administration and Reporting:

Maintain accurate records in the Operations database, ensuring all information is synchronised with the data in Trello
Prepare monthly reports on account performance and progress towards goals.
Ensure a focused and hands-on approach during the first 90 days as clients transition to our staffing services. 
Actively support staff to ensure their success within this period. 
Prepare and submit weekly reports during the nesting phase.

Client Onboarding and Support:

Facilitate onboarding and provide support to clients on using the company's staffing services and tools.
Address and resolve client issues and concerns promptly and effectively.

Performance Monitoring

Track and analyze account performance metrics, preparing detailed reports and presentations for internal review 

Problem Solving

Proactively identify and resolve issues to ensure client satisfaction and account stability, addressing any staffing challenges or concerns promptly and effectively.

Sales and Upselling 

Identify opportunities for upselling and cross-selling additional staffing services to existing clients, contributing to revenue growth and enhanced client partnerships.

Collaboration

Work closely with Operations Manager to share insights, and achieve account goals collaboratively.


DEVICE REQUIREMENTS:

At least iCore 5, Ryzen 5 or higher processor with 16GB RAM
Dual Monitor
Noise-canceling headset
Camera

To process your application please use this link
https://bos.bamboohr.com/careers/44?source=aWQ9MTU=