OverviewFull Potential Solutions (FPS) is a performance-based outsourcing firm headquartered in Boston, MA, with operations in Kansas City, MO; Manila and Davao, Philippines; Pune, India and Bogota, Colombia. We employ the best people, processes, and proprietary technology available to deliver multichannel solutions for our clients and provide fulfilling careers for our employees. We invest in our people and put culture first because we believe that happy, fulfilled teams achieve great things! By putting people first, we drive breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high potential career growth with a fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential. Our Core Values: Integrity - Do what's right for everyone: clients, shareholders, partners, and colleagues. TEAM is more important than self to create an atmosphere of mutual respect.Excellence - Deliver exceptional client results, reward and recognize performance, and be in a relentless pursuit for improvement. Make your work and your goals personal.Accountability - Act like an owner. Take pride in your work. Grace - Respect and appreciate differences. Care for one another and embrace humility. Our Mission: To create conditions wherein people can thrive!As a Recruitment Manager, you will be responsible for overseeing both Sourcing and Selection for agent hiring. This individual will play a pivotal role in identifying, attracting, and retaining top talent within the BPO (Business Process Outsourcing) industry. Your responsibilities include leveraging a range of sourcing strategies, sharing industry insights and best practices with recruiters and hiring teams, and offering expertise on talent and market trends. Your primary objective is to lead the team in securing top call center agent professionals who meet or exceed the minimum campaign performance targets. Responsibilities Leadership:Lead a team of sourcing and selection recruiters responsible for agent hiring.Establish performance expectations, monitor metrics, and drive the team to achieve or surpass recruitment targets.Offer continuous training and growth opportunities to enhance the skills and capabilities of the agent recruitment team.Sourcing Strategy:Customize sourcing strategies to focus on demographics, industries, or skill sets that match the client requirements.Stay updated on industry trends, competitor hiring methods, and market changes to attract top tier call center agent professionals.Utilize online platforms and networking opportunities to engage with prospective candidates.Recruitment Strategy:Create and execute smart, custom fit and cost efficient sourcing and selection strategies that align with business goals and objectives.Continuously assess and improve the recruitment strategy by gathering feedback from the recruitment team, hiring managers,stakeholders and candidates.Collaborate with Workforce Management (WFM) and Operations (Ops) to determine headcount requirements and develop strategic planning initiatives.Geographical Knowledge & Cultural Competence:Familiarity with the talent markets and cultural nuances of Kansas, Missouri US, and Bogota, Colombia is preferred.Profile Analysis:Generate monthly/quarterly profile analyses and present findings to stakeholders to improve sourcing and recruitment strategies.Stakeholder Collaboration and Immersion:Work closely with the operations and training teams to grasp team dynamics, culture, and talent needs.Participate in operations Weekly Business Reviews (WBR) and/or Quarterly Business Reviews (QBR) to grasp program challenges and achievements.Attend program product-specific training to deepen understanding of the program. Reporting:Develop and maintain leadership dashboards showcasing crucial recruitment metrics and outcomes, including operational Key Performance Indicators (KPIs), program targets, and candidate experience feedback results. Cost Per Hire Management:Efficiently oversee the cost per hire budget, strategically and tactically allocating resources to optimize the effectiveness of recruitment efforts. QualificationsMinimum of ten (10) years of relevant experience, with a minimum of five (5) years in volume agent sourcing and selection.With a proven track record in sourcing and screening for successful agents across all canter agent positions.Proficient in sourcing techniques and tools, such as use of boolean searches, social media, talent mining and online networking.Proficient in remotely managing teams to ensure efficient recruitment operations and maintain high performance standards.Ability to work confidently with senior leaders, providing on-the-ground insights to align with strategic priorities.Excellent verbal and written communication skills to effectively present complex topics to diverse audiences and build lasting relationships with internal teams, external partners, and candidatesStrong organizational and analytical skills, adept at using data to facilitate discussions, propose changes and recommend solutions.Hands-on experience with Applicant Tracking Systems (ATS).Demonstrated resilience and positive conflict management skills.Meticulous attention to detail.Proficient in project management.Available to work onsite and willingness to extend shift schedule as needed.
