The Engagement Specialist is instrumental in Kelly's overall success with clients. This position will serve as the primary point of contact for the client as it pertains to the overall client relationship and service delivery. He/she will serve as a business partner to the client by acting as an extension of the client's HR department, developing and maintaining relationships with the client and contingent talent, identifying process improvements, and by ensuring consistent service levels across business lines.
This individual will serve as the escalation point for service issues and is responsible for proactive problem resolution. Operational responsibilities include, but are not limited to, monitoring and reporting on contract compliance, business development, sharing industry and best practice knowledge. This individual is ultimately accountable for the overall level of service delivery, growth, and profitability for the client location he/she supports. The success of this individual will be highly impacted by their ability to communicate effectively, establish strong working relationships with the client and the talent.
Serves as primary local contact for client/talent issues; identifies and executes appropriate actions to resolve issues and/or escalates as appropriate; monitors results to ensure action plans are effective
Coordinates solutions among all internal Kelly businesses and corporate functions
Participates in client meetings and analyzes client needs
Must have complete knowledge of contractual agreements to ensure 100% compliance
Ensures all order activity is accurately documented in front office systems
Determines client reporting requirements and documents information appropriately
Creates, analyzes, and reviews reports and statistics, taking action when necessary
Manages the contingent workforce including, but not limited to, turnover, coaching, counseling, terminations, co-employment, sexual harassment investigations, taking action as appropriate
Determines rollout approach and administration of client programs
Provides additional administrative support as necessary to ensure internal and external client satisfaction
Monitors Talent NPS results and develops plans to ensure we are meeting talent expectations
Demonstrates concern for talent career growth and development, as well as personal goals and needs
Effectively communicates with talent to ensure the work is meeting the needs and expectations of the candidate and client
Helps talent succeed on the job via ongoing coaching, feedback, and development opportunities
Responds to talent inquiries and addresses challenges in a timely manner
Deploys and maintains talent employee recognition and retention programs
Serves as primary local contact for talent issues; identifies and executes appropriate actions to resolve issues and/or escalates as appropriate; monitors results to ensure action plans are effective
Develops and delivers client orientation/onboarding programs for talent
Creates, deploys, and maintains talent retention programs
HS or equivalent
2-5 years of experience in client support, marketing, HR
Interpersonal/communications, attention to detail, multi-tasking, self-driven
Manufacturing environment- requires walking the warehouse floor/working at a stand up desk
About Kelly Services
As a global leader in providing workforce solutions, Kelly Services (Nasdaq: KELYA, KELYB) and its subsidiaries, offer a comprehensive array of outsourcing and consulting services as well as world-class staffing on a temporary, temporary-to-hire, and direct-hire basis. Kelly has a role in managing employment opportunities for more than one million workers around the globe by employing 550,000 of these individuals directly with the remaining workers engaged through its talent supply chain network of supplier partners. Revenue in 2016 was $5.3 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter.
EOE including but not limited to Minorities/Females/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.
Kelly Services, Inc.