Talent Care Specialist - HybridWho is WilsonCWS?WilsonCTS is a leading global provider of contingent talent solutions committed to finding the right employees at the right time for its clients. Providing a full suite of services — including contract staffing, permanent placement and temp-to-perm — WilsonCTS acts as a seamless extension of its clients' talent acquisition function. WilsonCTS leads the industry in flexibility and scalability, and has the people, processes and technology to help clients recruit highly skilled and knowledgeable professionals in even the most demanding of situations.Working for WilsonCWSOur people define us. Human capital is our business, so we know it's the people who make the difference. WilsonCWS's team is top-notch. We strive to create an energetic and collaborative work environment to cultivate growth and innovation because that's what leads to happy employees, and a strong, successful company.At WilsonCWS, you're more than an employee – you're a contributor. As an innovator in the industry, we rely on the collaborative efforts of our employees to chart where WilsonCWS is headed next. Our team is comprised of the best in business, pioneers who are driving innovation in the talent space.Benefits of Working at WilsonCWS:WilsonCTS offers a comprehensive total compensation package including a competitive base salary and commission structure. Employees enjoy a generous amount of vacation time available for use in their first year of service.About the Role:The Talent Care Specialist - Onsite 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.Essential Job Functions: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 deliveryRequired Skills & Experience: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.A solid understanding of payroll processes, including compliance with tax and labor laws, and the ability to manage supplier payments and invoicing with precision.Practical knowledge of VMS tools, with the capability to provide support on timesheet and expense reporting issues and navigate system complexities.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.Adept at troubleshooting and resolving issues, with a strong attention to detail and a methodical approach to problem-solving.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.The capacity to effectively manage multiple tasks and priorities in a dynamic, fast-paced environment.Work is conducted from the company's corporate offices in either Mexico City or Guadalajara. Three days a week in the office are required, and four days would be preferred. Additionally, there is flexibility to work from home two days a week, which is mutually agreed upon with the manager.INTERVIEW PROCESS:**This is an illustration of our Interview process – this is subject to change**WHAT WE OFFERWe are committed to providing a flexible and inclusive work environment that promotes collaboration and work-life balance. As part of our commitment to our employee's satisfaction, we offer optional hybrid work arrangements across multiple locations, including Tampa, FL, Raleigh, NC, Manchester, UK, Krakow Poland, and Guadalajara, MX. Not based in one of these locations? No worries! We have remote employees based around the world. Interested in learning more about our global presence? . Culture of Recognition: Our employee and leadership recognition programs are crafted to acknowledge our DNA, celebrate our successes and build professional esteem?Unlimited Paid Time Off (MyTime), regional holidays, and the ability to work from home?Comprehensive benefits package including medical, dental, vision, disability and life insurance, and retirement savings.
