SUMMARY:

The Sourcing and Engagement Lead oversees the North American coordinating team and provides front‐line customer service and escalation support. This role is responsible for addressing and communicating ongoing issues through the appropriate escalation process and providing timely feedback and responses to end users. Responsible for driving client and internally owned projects and initiatives, proposition solutions and building execution plans.

This role assumes responsibility for case review, entry and maintenance with the VMS technology. Partners with all parties for problem resolution and provides a professional response exhibiting strong customer service orientation when dealing with all partners. The lead is responsible for supervising the team to ensure work is managed in an efficient, effective and timely manner while meeting/exceeding SLA’s.

GENERAL RESPONSIBILITIES:

• Responsible for all people management, coaching and development, training, and other applicable responsibilities.
• Satisfies quality metrics that are established for the program and ensures supplier adherence to quality standards and compliance requirements.
• Responsible for maintaining team members accountable to SLAs, client delivery, and other performance goals.
• Resolves escalated customer issues that are not being solved by team or where customer escalates.
• Identifies solutions to ongoing or repetitive issues.
• Partners with client on projects and initiatives in ongoing business operations.
• Generates and audits reports for operational monitoring.
• Closely monitors execution of Program Consultants & Coordinators to responsibilities/assigned tasks, ensuring program is achieving/exceeding predetermined company targets and SLA’s.
• Provides on‐going training to team as individual professional and/or business needs dictate.
• Assists with training of new team members on standards and practices so that required tasks, both existing and future, can be effectively executed.
• Participates in special projects and performs other duties as assigned.
  

• Significant experience in the customer service level industry and a proven track record measured by increased responsibilities.
• Previous people management experience.
• Previous account management experiences preferred but not required.
• Previous staffing and recruiting experience preferred but not required.Multi-country/region experience preferred but not required.
• Lean Six Sigma: Green Belt preferred but not required. 

KNOWLEDGE, SKILLS & ABILITIES:

• Skilled in communicating effectively verbally and in writing.
• Ability to establish and maintain effective working relationships.
• Ability to think critically, make judgements in ambiguity and enjoy problem solving.
• Strong client management capabilities, building rapport and confidence.
• Proficient with Microsoft Office products, including Word, Excel, PowerPoint and Outlook.