Program Coordinator

Role Title:

Program Coordinator

ECLARO: A quick Summary

ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.

Position Summary

The Program Coordinator handles a variety of administrative, data entry and project-based tasks as assigned by the Program Manager which may among other things include: assisting in the onboarding of candidates, monitoring missing timesheets, expenses and invoice submissions, following up with Associates and Managers to ensure approval completion by Payroll Deadline cut-off; assisting the Program Team in maintaining data within the VMS and/or Client Facing Systems; and, assisting in end of assignment work.

Key Responsibilities/Task

The following tasks are to be performed following Company policies, models, e.g., PPM, standards, etc., as established and that may change from time to time.

• Management of the general mailbox that includes timely and accurate responses to both hiring manager and supplier inquiries. Researching independently for resolution as needed to provide response to the inquiries.
• Assist the Program Manager, Specialists, Hiring Managers and Suppliers during all stages of the requisition and contingent worker management processes. This may include follow-up on requisition approvals, support interview scheduling, onboarding and offboarding of workers, time and expense management.
• Support with Onboarding & Offboarding activities
• Onboarding: Ensure all onboarding steps are completed accurately and on time, including background checks, compliance documentation, system access setup, and Day 1 readiness. Collaborate with suppliers, hiring managers, and internal teams to resolve onboarding issues promptly.
• Offboarding: Ensure all termination activities are completed, including badge returns, system deactivations, and offboarding documentation.
• Assist in the preparation and distribution of weekly/monthly dashboards and ad hoc reports for client and internal use.
• Monitor both the Power BI and VMS dashboards regularly, documenting any anomalies and proactively escalating potential issues as needed.
• Timely completion/meeting deadlines of weekly tasks and reporting assigned by your manager.
• Responsible to ensure that assigned tasks are performed to meet the program SLAs.

KPIs - How are we measuring performance against the Essential Job Functions?

• Email & Ticketing Response Time

• Response/acknowledgement to client and Suppliers within 1 hour of email receipt and resolution per Company's standard Dynamics Ticketing SLAs, determined by priority.

• Completion of weekly reports by deadline

• Missing timecard follow-up with suppliers and accountability for non-responsive managers
• Pending approval follow-up with managers
• Rejected timesheet corrected and resubmitted by suppliers

• Pending finish tracking: follow-up with managers 45 days prior to the assignment end date for status: Assignment ending, extension request submitted, converting to FTE etc.

• Compliance and management of program SLAs

• 95% or greater results for program SLAs

• NPS Score (Voice of the Client and Voice of the Supplier)

• Overall Program Satisfaction NPS score of average of 20 or greater with a minimum response per group of 30% or greater achieved from both client and supplier.
• Work with your Program Manager and team on follow-up action planning as requested after the final results are received based on supplier and hiring manager feedback. Identify common program gap themes to identify program gaps and implement required changes to improve the user experience for both clients and managers.

Assist Program Specialists throughout Candidate Onboarding Process

• Assist Program Specialists/Suppliers with initiation of Candidate Onboarding Process, collection of information and working with the Onboarding Team to provide required information.
• Monitor candidates' progress throughout the Onboarding Process, reaching out to candidates/suppliers where necessary to expedite process and to ensure an on-time start.
• Notify Program Specialists once candidate has cleared the process.
• Update candidate and assignment information as requested by Program Specialists.

Monitor missing timesheets, expenses and invoice submissions, following up with Associates and Managers to ensure approval completion by Payroll Deadline cut-off.

• Send email reminders to Associates and Managers.
• Monitor - weekly— follow up with Associates and Managers to ensure on time submission and approval of timesheets.
• Ensure all time, expenses and invoices are approved by the Payroll Cut Off deadline.
• Facilitate Timesheet uploads in the VMS system (where required).
• Process Bonuses, Expense Reimbursements or other ad hoc billing requirements in the VMS.

Assist the Program Team in maintaining data within the VMS and/or Client Facing Systems

• Run compliance reporting to ensure data integrity is maintained in the VMS (Missing Data, Expired Data, etc.).
• Facilitate assignment extensions, work order modifications, ends within the VMS and/or Client Facing Systems at the direction of the Program Specialists/Manager.
• End of Assignment Management
• Assist the Program Team to ensure collection of Assets upon worker termination.
• Ensure workers are terminated in the system upon completion of assignment.

Education and Work Experience(Hard Skills)

• High School Diploma

• Plus 1-3 years' work experience as a recruiting assistant, staffing coordinator, administrative assistant.

Additional Technical Know How Requirements

• Proficient with technology, including Microsoft suite of products and Adobe

• Knowledge of VMS, HRIS, or ATS systems

• Knowledge of office administrative procedures and use of standard office equipment

Job Specific Competencies (Soft Skills)

• A team player

• Time management and multi-tasking skills

• Attention to detail and highly accurate

• Strong follow up skills - ability to honor and meet deadlines

• Good communication skills (Written and Verbal)

• Ability to take and follow direction and escalate problems

Travel

• Travel is expected to be minimal, on an as-needed basis

Work Conditions

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This is largely a sedentary role; however, it may require the ability to lift files or other objects (up to fifteen pounds). Minimal travel may be required.