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The MSP Talent Care Specialist plays a vital role in supporting the operational success of our Managed Service Provider (MSP) programs. This role is central to ensuring an outstanding experience for our consultants throughout their engagement lifecycle and serves as a critical touchpoint for both consultants and suppliers in resolving operational queries and issues.**YOU WILL**- Consultant Onboarding/Offboarding: Lead the process for payrolling onboarding and offboarding of consultants, ensuring a smooth transition into and out of client projects. This includes verifying work authorization, facilitating background checks, and ensuring timely and accurate completion of all necessary documentation.- Contact Center Operations: Serve as a primary contact for the contact center, addressing and resolving queries related to payroll, supplier payments, and invoicing with efficiency and professionalism.- Payroll Support: Provide comprehensive support for payroll-related questions, assisting consultants with inquiries about pay cycles, deductions, taxes, and any discrepancies they may encounter.- Supplier Payments and Invoicing: Manage the process of supplier payments and invoicing, ensuring accuracy, timely processing, and alignment with contractual agreements.- VMS Ad Hoc Support: Offer support for ad-hoc questions related to the Vendor Management System (VMS), including timesheet support, expense reporting, and system navigation.- RASCI Model Implementation: Collaborate with both the central team and the delivery team under the RASCI (Responsible, Accountable, Supportive, Consulted, Informed) model to define clear roles and responsibilities, ensuring a cohesive approach to service delivery.**Required Skills and Experience**:- Customer Service Excellence: Demonstrated experience in a customer service-oriented role, preferably within MSP or staffing industries, with the ability to resolve queries swiftly and maintain high satisfaction levels.- Payroll and Financial Acumen: A solid understanding of payroll processes, including compliance with tax and labor laws, and the ability to manage supplier payments and invoicing with precision.- Vendor Management System (VMS) Expertise: Practical knowledge of VMS tools, with the capability to provide support on timesheet and expense reporting issues, and navigate system complexities.- Communication Proficiency: Exceptional communication skills, both verbal and written, are essential for interacting with consultants, suppliers, and internal teams to resolve issues and provide clear instructions and feedback.- Analytical and Problem-Solving Abilities: Adept at troubleshooting and resolving issues, with a strong attention to detail and a methodical approach to problem-solving.- Educational Background: A Bachelor’s degree in Business Administration, Human Resources, or a related field is preferred, coupled with a minimum of 2 years of relevant experience in an MSP or similar support role.- Multitasking and Prioritization: The capacity to effectively manage multiple tasks and priorities in a dynamic, fast-paced environment.- Adaptability and Continuous Improvement: Openness to change and continuous improvement, with a proactive stance on learning and adopting new processes or technologies to enhance service offerings.
