SUMMARY:

The Sourcing and Engagement Lead oversees the North American coordinating team and provides front‐line customer service and escalation support. This role is responsible for addressing and communicating ongoing issues through the appropriate escalation process and providing timely feedback and responses to end users. Responsible for driving client and internally owned projects and initiatives, proposition solutions and building execution plans.

This role assumes responsibility for case review, entry and maintenance with the VMS technology. Partners with all parties for problem resolution and provides a professional response exhibiting strong customer service orientation when dealing with all partners. The lead is responsible for supervising the team to ensure work is managed in an efficient, effective and timely manner while meeting/exceeding SLA’s.

GENERAL RESPONSIBILITIES: