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Job Description

Are you looking for a career with purpose? Your search ends today! Talent Solutions RPO is seeking a Contact Center Lead to oversee the process and performance of a key client program. We're seeking someone who brings an understanding of help desk, procurement and travel & expenses along with the drive to develop others, manage change, and implement process improvements across high-touch, multi-channel support functions. You will use your strong leadership, operational, and coaching skills to drive all aspects of service delivery and ensure your team provides exceptional support and customer service to internal and external stakeholders. Must be willing to work normal business hours in the Pacific time zone.

What we are looking for:

+ The ability to build and manage a cohesive team and to manage people effectively, ability to coach and develop the team

+ 4-5 years experience in help desk or customer service

+ 4-5 years experience in and knowledge of principles, methods, and tools of end to end procurement, Travel and Expense (preferred)

+ Must be willing to work normal business hours in the Pacific time zone.

+ Must have a High school diploma or equivalent

+ Experience using Coupa or other procurement software (preferred)

+ Experience with Travel and Expense technology and tools such as Concur and Appzen or similar expense operations and audit solutions, understanding of Travel and Expense industry (preferred)

+ Customer focused and ability to be customer facing

+ Ability to recognize and effectively solve exceptional customer situations

+ Ability to think strategically, root cause analysis and co-create continuous improvement plans alongside Intuit

+ Ability to pivot when circumstances change. Ability to assess risk and opportunities and use data to drive key decisions.

+ Collaborative and agile problem solver

+ Adaptable as processes adjust during transformation

+ Possesses key skills and help desk experience necessary to efficiently execute triaging, facilitate triaging and prioritization to help desk ticketing and chat. An ability to balance and plan the short-term actions of the team.

+ Ability to communicate effectively and efficiently with customers.

+ Demonstrates proactive, thought leadership as it relates to strategy and planning. Brings best-in-class automation and simplification solutions including tools, systems, industry best practices that inform, inspire and leapfrogs Intuit. Provides support to execute strategy and plan.

+ Monitor help desk metrics, assess risk and opportunities and use data to drive key decisions. Ability to identify root cause, assess current state, present options outlining ROI, make recommendations and key decisions that accelerate the business.

+ Learning, retaining, interpreting and applying applicable Intuit policies and GBS processes at a high level

+ Onboarding and training of new team members

+ Main point of contact for advisor escalations and feedback, work closely with Intuit Help Desk Lead

About Talent Solutions

Talent Solutions combines our leading global offerings RPO, TAPFIN-MSP and Right Management to provide end-to-end data-drive capabilities across the talent lifecycle. Leveraging our deep industry expertise and understanding of what talent wants, we help organizations address their complex workforce needs. From Talent attraction and acquisition to upskilling, development and retention, we provide seamless delivery, leveraging best in breed technology, and extensive workforce insights across multiple countries as scale. ManpowerGroup Talent Solutions is part of the ManpowerGroup family of companies, which also includes Manpower and Experis. More information about Talent Solutions is available at https://talentsolutions.manpowergroup.com.

Organization: Talent Solutions RPO

Salary: $70,000-$75,000/Annually

Incentive (if applicable): Not Incentive Eligible

Benefits: ManpowerGroup offers a comprehensive benefits package to include Medical, Dental, Life insurance and Disability for Staff and Consultants, as well as 401K with a company match.

ManpowerGroup is an EO/AA Employer/Minorities/Veteran/Women/Disabled/LGBT

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.