JOB SUMMARY:
- The Operations Specialist is responsible for processing all assigned talent enrollments, timesheets, SOR’s, and required screening for payroll talent in timely compliance within the client/payroll deadlines. This position utilizes excellent customer service techniques and skills with clients, talent, and other employees in order to promote a high level of satisfaction. The main focus of this position is to provide outstanding levels of service in a professional and thorough manner. Emphasis is on accuracy, consistency and outstanding customer service.
- Provides administrative/analytical support; specific operations/support role; project driven; exhibits some technical skills; provide leadership and development of other
Operations Specialist Responsibilities:
- Review all enrollments for completeness and accuracy, and enter into the appropriate system.
- Review, audit and at times, manually enter all timecards for the talent associated to their assigned clients.
- Manage pay and bill rates for talent and clients.
- Enter customer changes as requested.
- Provide customer support and service through accurate and timely answering of client and talent calls and emails.
- Provide customer and talent support for automated time entry systems as applicable.
- Complete payroll documentation as needed for payroll stops, voids, batch cancellations, stop payments and reversals.
- Provide enrollment packets and timesheets upon client request.
- Meet I-9 compliance and manage/resolve eVerify issues with 100% accuracy.
- Identify quality issues contributing to late payment talent and mitigate the issue whenever possible to ensure timely payroll.
- Timely response to all client and talent calls and/or communications via email, fax or voicemail.
- Meet designated payroll deadlines to ensure accurate billing for clients and timely talent pay
- Other duties as assigned
Education:
- High school diploma or equivalent required
- Bachelor’s degree preferred
Work Experience:
- 2-5 years of experience in a Customer Service production setting required
- Previous experience in staffing or service related industry preferred
Knowledge, Skills, and Abilities:
- Proficient with Microsoft Office tools including Word, Excel, PowerPoint
- Proficient with the Google environment including Gmail, Docs, Sheets and Slides
- Strong customer focus and customer service skills
- Excellent organizational, and time management skills
- Excellent verbal and written communication skills
- Possess strong interpersonal skills and general payroll knowledge
- Ability to apply sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues, often with limited standardization
- Possess strong problem solving skills
- Detail oriented with a concern for quality expressed by continually initiating system and process improvements
- Results oriented
- Ability to work as a team or with minimal supervision
- Ability to interact and communicate with all levels of staff and management
- Demonstrates critical thinking, analytical and problem solving abilities
Partnership
- Finds opportunities to work as a team.
- Frequently relied on to handle additional, difficult tasks.
- Participates actively in team discussions and decision-making.
- Knows own strengths and volunteers when those strengths would be valuable.
Respect
- Works well with other team members and does not contribute to unproductive group conflict.
- Engages in candid and timely communication with people at all levels and parts of the organization.
- Accepts constructive criticism and openly engages in dialog around improvement opportunities.
Customer Focus
- Responds to questions, requests and concerns in a timely manner.
- Builds and sustains effective working relationships with customers, co-workers and talent.
- Displays a positive and professional image to customers, co-workers and talent at all times.
- Escalate customer service issues promptly to Team Manager.
- Acts in unexpectedly helpful ways to assist customers, co-workers and talent.
Results
- Inspires others with personal energy and passion for achieving goals
- Understands team goals and demonstrates accountability for actions and outcomes.
- Prioritizes tasks by considering workload, resources and deadlines for achieving defined goals.
- Anticipates and avoids obstacles to deliver quality work in an efficient manner.
- Client and talent satisfaction scores are within SLA
- I-9 and enrollment compliance is consistently accurate accurate.
- All QA call, email and onboarding reviews are scored with a passing grade.
- All client and talent escalations are responded to within SLA.
- All email is responded to within the 4-6 hour SLA set by the business.
- Hiring trackers are completed consistently.
- Weekly call counts are consistently maintained with the team average.
Equal Opportunity Employer: Minorities/Women/Veterans/Disabled
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
Applications Accepted on Ongoing Basis Until Filled
At Randstad, we love to celebrate our hardworking, diverse teams as demonstrated through our consistent industry-leading recognitions. To highlight a few awards, we are proudly ranked as a 2023 DiversityInc Top 50 company, a 2023 Disability Equality Index best place to work for diversity inclusion, and a 2023 Military Friendly Bronze Employer for Veterans.
When you join Randstad, you will receive opportunities for competitive & robust benefits, flexible schedules, and the assurance that everyone can be their authentic selves. We are seeking candidates from all backgrounds and demographics and a variety of industries to join our winning team!
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact hrsupport@randstadusa.com.