The Personnel Manager, Internal Client Sales is responsible for the full leadership, accountability, and performance oversight of the Internal Client Sales Department. This position ensures that all department personnel operate at a consistent professional standard, meet performance expectations, and align with branch scheduling and operational objectives. The role focuses on personnel management, structure, discipline, development, and overall department stability.
POSITION AUTHORITY & DECISION-MAKING:
The Personnel Manager, Internal Client Sales has direct supervisory authority over the Internal Client Sales Manager and maintains personnel oversight for all department employees.
Personnel Authority
The Personnel Manager is responsible for final review and approval of:
· Formal written discipline
· Performance Improvement Plans (PIPs)
· Promotions and advancement recommendations
· Termination recommendations
· Departmental restructuring related to personnel roles
Routine coaching and day-to-day supervision of frontline staff remain the responsibility of the Internal Client Sales Manager and Supervisors. However, all formal corrective action and performance documentation must align with the standards established by the Personnel Manager.
Hiring Authority
Hiring decisions for department roles are made collaboratively between the Personnel Manager, Internal Client Sales Manager, Director of Scheduling, and the Director of Operations. Final approval authority rests with the Director of Operations with the guidance of department leadership.
Performance Evaluations
The Personnel Manager conducts and delivers performance evaluations for the Internal Client Sales Manager. The Personnel Manager oversees the evaluation process for all other department staff to ensure consistency and alignment with department standards.
Escalation & Executive Oversight
The Director of Scheduling and Director of Operations retains escalation authority for matters involving significant operational impact, organizational risk, or executive-level decision making.
ESSENTIAL DUTIES AND RESPONSIBILITIES: The duties below reflect the minimum requirements for this position.
Personnel Leadership & Accountability
· Establish clear behavioral and performance expectations for all department staff.
· Oversee and evaluate the performance of the Internal Client Sales Manager.
· Ensure supervisors and managers are consistently holding frontline staff accountable.
· Address escalated personnel issues directly when necessary.
· Maintain consistent documentation for coaching and corrective actions.
· Monitor attendance, punctuality, and workplace professionalism.
· Influences operational planning impacting internal client delivery.
· Maintain a professional, accountable, and performance-driven work environment that supports employee growth.
Department Stability & Structure
· Identify gaps, role overlap, or unclear responsibilities.
· Recommend structural adjustments to improve accountability and workflow.
· Partner with the Director of Scheduling on workforce planning and succession.
· Develop a positive culture within the department that promotes teamwork and accountability
Division of Responsibility
To ensure clarity of leadership and accountability within the Internal Client Sales Department, responsibilities are divided as follows:
Personnel Manager, Internal Client Sales
· Department-wide personnel oversight and accountability
· Establishment and enforcement of performance standards
· Approval of formal discipline and corrective action
· Oversight of manager performance and development.
· Department Structure, staffing strategy, and succession planning
· Monitoring overall personnel health and stability.
· Direct supervision of Supervisors and frontline scheduling staff
Internal Client Sales Manager
· Daily operational execution of scheduling functions
· Management of shift fill performance and workflow efficiency
· Oversight of WISH System accuracy and scheduling communication
· Implementation of department procedures and operational standards
The Personnel Manager provides leadership oversight and sets accountability standards, while the Internal Client Sales Manager is responsible for executing day-to-day operational delivery within those standards.
Performance Oversight
· Ensure department KPIs are clearly defined and enforced.
· Review shift fill rates, call center metrics, scheduling accuracy, and internal client communication quality.
· Implement corrective plans when performance declines.
· Drive consistency across all shifts.
· Ensure the goals of the Personnel Manager, Internal Client Sales are clearly communicated
· Conduct performance appraisals as necessary
· Personnel Health Indicators
o Voluntary turnover trends
o Attendance and Punctuality reliability
o Corrective action frequency trends
o Completion of required training
o Time-to-fill open ICS roles
o Reduction in escalated personnel issues
o Internal Client Satisfaction
Culture & Professional Standards
· Reset and reinforce professional conduct expectations.
· Address conflict and internal friction quickly.
· Promote cooperation between Internal Client Sales and Scheduling/Event Operations.
· Maintain a structured, disciplined work environment.
· Promote a positive and welcoming work environment
Hiring & Development
· Participate in hiring decisions for department roles.
· Oversee onboarding standards.
· Identify high-potential staff and develop growth plans.
· Ensure underperformers receive structured improvement plans.
· Ensure all relevant trainings are completed in a timely manner
Reporting & Communication
· Provide regular personnel and performance summaries to the Director of Scheduling and Director of Operations.
· Escalate high-risk personnel matters proactively.
· Ensure leadership visibility into department health and risks.
· Drive open and honest communication between other departments as necessary
EDUCATION AND/OR EXPERIENCE:
· Bachelor’s degree in Business, Communications, Operations, or related field; or a minimum of 5-7 years supervisory or management experience in workforce scheduling, call center operations, or similar environment is required.
· Demonstrated experience managing managers and a proven record of handling employee relations matters is highly preferred.
LANGUAGE ABILITY:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively over the telephone.
CORE LEADERSHIP COMPETENCIES:
· People leadership and performance management
· Conflict resolution and employee relation
· Workforce planning and staffing strategy
· Communication and influence
· Decision-making under pressure
· Accountability and results orientation
SKILLS:
- Oral Communication Skills
- Written Communication Skills
- Interpersonal Communication Skills
- Diplomacy
- Organization
- Professionalism
- Reading Apprehension
REASONING ABILITY:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
COMPUTER & EQUIPMENT SKILLS:
To perform this job successfully, an individual should have knowledge of Microsoft Word; Microsoft Excel; Microsoft Explorer; Microsoft Outlook; Microsoft PowerPoint; and Microsoft Share point. Must become proficient on company Protatech Scheduling program, SORT online training program and any other company approved scheduling systems and software.
