team lead.

Key responsibilities:

• Onshore management
• First point of contact for onshore partner and first escalation point for any daily operational issues
• Proactively engaging with the onshore partner to understand the operational needs and processes
• Ensuring Nearshore team is meeting internal and onshore user KPI’s & SLA’s
• Identify areas for improvement and implement solutions needed to streamline work-flow and increase operating efficiency 
• Responsible for meeting the satisfaction targets
• Prepare activity reports to support effective management of information
• Establishes good relationships with users and people in charge, relates well to people at all levels; builds wide and effective networks of contacts

 

• Operations management
• Analyze the delivery needs to identify where improvements can be made in quality and productivity and ensure targets are met
• To maintain internal Randstad Operations and networks
• Comply with internal processes at all times
• Analyze numerical data and all other sources of information
• Makes rational judgments from the available information
• Understands, guides and follows-up to the defined objectives
• Manages time effectively
• Monitors performance against deadlines and milestones
• Monitors and maintains quality and productivity

 

• People management
• Lead and manage the Nearshore team to ensure business resource plans were achieved
• Provide leadership, coaching and support to the Nearshore team to ensure that they perform to the maximum of their abilities
• Assess and address training needs to support personal development plans
• Provide regular communication to update them on market developments, business priorities and to create a positive working environment 
• Provide regular and constructive feedback and ensure compliance of improvements made
• Conduct team meetings to promote teamwork, set & prioritize goals and inform on company updates

Reports to:
Nearshore Sr Manager

Supervises:
Nearshore IT, HR and/or Nearshore Admin resources

KPIs:

• user sat survey results from Onshore team
• user sat survey results from Nearshore team
• % attrition 

Work location and conditions:

• 100% remote position

Requirements & Qualifications
Education:

• Bachelor’s Degree
• 3-5 years of experience

Language:

• Advanced English

Tools:

• Google workspace
• ATS or similars, preferred
• Databases with statistical analysis (performance)
• Demonstrated ability to master and navigate throughout automated systems and applications

Competencies:
The key competencies for this role include:

• High level of customer service 
• Oriented to follow-up with the collaborator
• Self-manageable
• Organization, attention to details
• Prioritizing and follow-up to various tasks
• Effective communication 
• Demonstrates an understanding of how one issue may be a part of a much larger system
• Monitors the team volume and negotiates any changes with the onshore user
• Takes responsibility for actions, projects and people
• Works in an organized way
• Shows empathy, listens, supports and cares for others
• Shares information and expertise with the team
• Builds team spirit and reconciles conflict
• Acts as an ambassador of core values and culture

Knowledge, skills and experience:

• Excellent verbal and written communication skills, strong organization skills and attention to details
• Proven ability to take initiative and build strong productive relationships across boundaries, interacting and consulting with all levels of the organization

Experience required:

• 2 years of experience in requisition management and/or consultative role as the direct, primary hiring manager point of contact
• Demonstrated track record of understanding user's functional/technical hiring needs and translating those into effective strategies
• Demonstrated ability to efficiently and effectively screen candidates to evaluate their eligibility for candidacy and consultatively present to hiring teams
• Proven ability to understand motivations 

Experience preferred:

• Experience in a high pressure, urgent environment supporting external users (e.g.  RPO, Staffing, Search Firm or Agency)
• May require experience in a specific area of expertise depending on onshore user need (e.g. Engineering, Finance, Sales, HR, etc.)
• Partnership, supporting other countries users, stakeholders
• Employment branding and position value proposition diffusion
• Able to create networking through different sources (internal or external)