INTRODUCTION FPMI Solutions, Inc. is an industry leader providing top-quality human capital management and learning solutions to the Federal Government and commercial clients. Our flexible training programs include both classroom and virtual opportunities. Our human capital services run the full range of the human resources functions and personnel security. Key to our success is our shared service center that provides hands-on assistance for human capital and personnel security—real people providing real-time solutions. We’re also a document management company managing records, eOPF, FOIA and more. We provide versatile, innovative, tailored solutions that support a more high-performing, efficient, sustainable and transparent customer. Our jobs are as diverse as our services. FPMI Solutions is a great place to start or build a career, and many of our opportunities are a good fit for Federal retirees who want to work after retirement and for college students looking for a challenge and flexible hours. POSITION TITLE Candidate Management Support Center Supervisor- Bilingual (English/Spanish) LOCATION Madison, AL MAJOR DUTIES AND RESPONSIBILITIES FPMI’s Bilingual Candidate Management Support Center Representatives are the primary point for applicants, candidates, and customers in support of FPMI’s International Recruitment Activities. This is not just answering calls; this job includes researching and developing solutions, then ensuring that appropriate responses are provided to the satisfaction of our customers. The team lead is an active Candidate Management Support Center Representative with additional supervisory duties. The responsibilities of the Candidate Management Center Support Representative include but are not limited to the following: • • • • • • • • •
Receiving and processing incoming phone calls from Spanish/English speaking applicants and candidates and returning calls when appropriate Utilizing Human Resource/Recruitment software applications and available resources to research and provide information to applicants, candidates, and internal management. Answering questions, resolving issues, and adhering to scripts Providing the highest quality, responsive service possible Accurately logs-in all cases received via phone or e-mail into the inquiry tracking system. Uses procedures, policies, knowledge database and other reference materials to assist in answering inquiries. Research routine to complex questions and problems and provide appropriate responses or escalate as appropriate Uses procedures, policies, knowledge database and other reference materials to assist in answering inquiries. Must be able to meet established Quality Monitoring and Key Performance Metrics standards in a continuously monitored environment.
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Must have the ability to remain focused, professional, tactful and discrete when handling sensitive and/or confidential information. Demonstrate the ability to work effectively in a team oriented environment with general direction while providing support to co-workers. Participates in continuous improvement training. Participate in other departmental responsibilities as assigned.
CANDIDATE MANAGEMENT SUPPORT SUPERVISOR DUTIES AND RESPONSIBILTIES As a supervisor you will act as a Candidate Management Support Center Representative but also have additional supervisory responsibilities to include but not limited to: •
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Oversee that quality standards are being met by monitoring individual employee performance in particular: phone etiquette and adherence to customer service standards, the accuracy of tracking and reporting of customer interactions, and the overall quality of responses provided to candidates, applicants, and customers. Maintain staff operational schedule to include the management of staff time and leave. In the event of staff shortages, develop a contingency plan to maintain adequate coverage levels. This will include serving as backup when needed. Assist in training and oversight of call center operations to include, employee performance evaluations, direction, assignment of work related tasks and operational duties, reporting activities, and discipline. Lead, Motivate, develop and coach Candidate Management Support Center Representatives on maintaining optimal performance levels at all times. Assist in the creation and maintenance of analytical and data management reports supporting the operational aspects of the call center. Provide daily, weekly and monthly ACD/SLA activity reports to management regarding Candidate Management Support Center Operations. Demonstrate behaviors, attitudes, and actions which reflect a positive work environment and foster a positive working relationship between employees and management. Assist in the development of call center policies and procedures
QUALIFICATIONS REQUIRED •
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Applicants must be bilingual in English/Spanish. Employee must be able to read, write, and verbally communicate in both Spanish and English. (NOTE: A detailed examination of your bilingual capabilities will be a part of the interview process) Must have the ability to pass a background investigation 3+ Years of prior experience working in a contact or call center environment Bachelor’s Degree Must possess the ability to train and motivate people. Strong analytical skills with attention to detail Strong listening skills Strong interpersonal and customer service skills Ability to follow strict policy guidelines and recognize situations requiring call escalation Ability to navigate online tools and other relevant applications. Ability to follow standard procedures and scripts Experience with entire MS office suite (word, excel, MS project, etc.)
BENEFITS
FPMI employees experience challenging careers, rewarding opportunities and a positive, supportive team atmosphere. As an employee, you will be provided access to the FPMI University, to continue your education as a professional. We provide competitive compensation plans, paid vacation and sick leave, medical and dental coverage, vision plan and company matched 401k. HOW TO APPLY Qualified candidates can apply online at www.fpmi.com or email resume to resumes@fpmi.com. For more information about this position please contact Toi Garth at 256-539-1850. FPMI is an Affirmative Action / Equal Opportunity Employer / E-verify Participant