Consultants-On-Call Coordinator

The Consultants-On-Call Coordinatorat LHH is a leadership and delivery function. This role will lead and support a team of consultants while directly assisting candidates in their career transition. This dual-role requires a balance of leadership, coaching, and hands-on career consulting to ensure an exceptional experience for candidates and optimal team performance.

Reporting Relationships:

• Reports directly to the Director, Candidate Experience

Direct Reports:

• Dotted line reporting of Career Consultants

Location:

• Remote, United States

Travel:

• Not required

Languages:

• English

In this role you can expect to

Key Accountabilities - Team Coordinator

• Lead the Consultant-on-Call (COC) team, providing guidance and coaching to maximize performance and ensure high-quality service.
• Partner with the Candidate Care Coordinator and Quality Assurance Manager to address feedback and enhance service delivery.
• Monitor consulting calls, review surveys, and mentor the COC team to uphold quality standards.
• Collaborate with the Workforce Planner to optimize staffing and leverage North America Consulting resources during peak demand.
• Support recruitment, interviewing, hiring, and training of new COC team members.

• Guide candidates through all aspects of career transition, including skill assessment, career goal-setting, resume and LinkedIn profile development, job searching, interviewing, and salary negotiation.
• Engage and motivate candidates to utilize LHH resources and technology tools.
• Provide expertise in job market trends, AI-driven job search tools, ATS systems, and business research databases
• Connect candidates to job opportunities via LHH Recruitment Solutions and LHH Career Studio that align with their professional goals.
• Deliver coaching to enhance candidates' interview confidence and salary negotiation skills.
• Manage call time and prioritize program deliverables and candidate activity reporting.

Key Performance Metrics

• Maintain 4.5/5.0 on after-call surveys and service quality scores.
• Keep call center abandonment rate at 5% or lower with minimal voicemail callbacks.
• Optimize COC team's efficiency through coaching on call management techniques.
• Uphold LHH's core values: Evolving with Purpose; Learn Every Day; Reach High; Own It; Win Together; Make It Fun.
• Demonstrate role competencies: Purposeful Collaboration; Customer Centricity; Evaluating Information & Embracing New Technologies; Driving Results; Effective Communication; Strategic Thinking; Embracing Change & Ambiguity; Developing Others; Curiosity and Learning.

All About You

Career Consulting Experience

• 5+ years in career consulting, HR, recruiting, coaching, or leadership development across industries such as tech, finance, healthcare, manufacturing, professional services, marketing, or hospitality.
• Strong understanding of talent acquisition strategies, ATS systems, and recruitment processes.
• Strong job market expertise to assist individuals in identifying where their skills and experience may be a potential fit across various industries and/or job functions.
• Proficiency in career technology tools, including LinkedIn, AI-driven job search platforms, and Microsoft Office.
• Experience in virtual coaching and delivering high-touch career consulting services; agilityin utilizing Zoom, Microsoft Teams, CRMs, and online portals.
• Strong service orientation with a passion for making a difference for individuals.
• Experienced customer service expert with a professional image and attitude, who is sensitive to and enjoys helping people; able to maintain calm, respond and act when requests surface from stakeholders both internal and external.

Team Leadership Experience

• 1+ years in a virtual contact center role such as team leader or supervisor.
• Ability to lead and coach team members effectively without direct managerial authority.
• Strong oral and written communication skills, with the ability to drive accountability and collaboration.
• Technical proficiency in Microsoft Office, Zoom, Zendesk, Jira, Salesforce Service Cloud, ServiceNow.
• Experience managing cloud-based contact center phone systems (e.g., Five9) and understanding key contact center metrics.
• Self-starter with the ability to navigate ambiguity and adapt to evolving priorities; ability to prioritize and balance in a multi-faceted role.
• Comfort working in a scheduled shift call center environment, possesses computer, headset, and reliable internet connection required for virtual engagement.
• Must be able to work 4-6 hours per day in Eastern or Central time zones, during business hours. Business hours are Monday-Friday from 8:00am to 5:00pm with exception to major US holidays.

What we offer

• Growth opportunities within a human resources global leader
• We prioritize learning to stay agile in an increasingly competitive business environment
• We foster an open-minded environment where people spark new ideas and explore alternatives
• Comprehensive benefits package including health, dental, 401k
• $35.00-37.50 per hour.

Placement within this range is determined based on geographic location, experience, and other compensatory factors.

About LHH

The world of work is ever-changing and unpredictable. Organizations are constantly fighting a battle to find and maintain their competitive advantage: their talent. To succeed, they can't just rely on what works today, working tomorrow. They need to be ready for next.

LHH exists to help individuals, teams, and organizations find and prepare for what's next. With integrated, end-to-end solutions that include Advisory, Professional Recruitment, Career Transition, and Learning & Talent Development, we are uniquely positioned to work together to make a positive impact on the future of every person we work with at every key career moment.

LHH is at the forefront of change to build a bigger, bolder workforce. Every day is a new day to prepare for, and we're here to make sure the future works for everyone.

A division of the Adecco Group - the world's leading HR solutions provider - LHH's 8,000 colleagues and coaches work with 15,000 organizations in over 60 countries around the world. We successfully help close to 500,000 candidates to enhance their careers every year. Our local expertise, global infrastructure, and industry-leading technology allow us to manage the complexity of critical workforce initiatives and the challenges of transformation. It's why most of the Fortune Global 500 companies choose to work with us.

This is LHH.

Ready for Next.

www.lhh.com

LHH is an Equal Opportunity Employer/Veterans/Disabled.

For additional information on our Diversity and Inclusion policy, please consult the following link: https://www.lhh.com/us/en/diversity-and-inclusion

Posting date: 02-14-2025