About this role
Job Title: RESEA Lead
Reports to: Business Services Manager
Position Classification: Exempt
Office Location: Tyler, TX
Primary Objectives of Position: Provides ongoing leadership, coaching and technical expertise to the Business Services Liaisons (BSL) that are providing integrated workforce planning services to career center customers in the RESEA program. Provides assistance to Business Manager in operational aspects including overseeing outreach; reviewing and maximizing programmatic services compliance; monitoring BSL performance and show rates, and establishment/oversight of WIOA DW Enrollments. Responsibilities include oversight of all RESEA staff on assigned work team.
Essential Job Functions:
· Perform RESEA frontline functions as necessary to assist with backfilling open positions or outreach spikes
· Provide coaching to RESEA staff to assist with meeting performance and quality
· Assist (hands-on and technical) staff to address needs and resolve issues
· Problem-solve difficult situations on behalf of customers and staff utilizing Extreme Customer Service
· Work with Business Manager to ensure coverage of all needed functions
· Participate in TWC and Board training sessions/meetings to identify service delivery shifts requested
· Identify and address needs for staff
· Work with management and QPT staff to evaluate ongoing quality results and opportunities for continuous improvement
· Perform internal audits to assure staff compliance
· Coordinate activities of RESEA staff to ensure needs are being met or exceeded
· Participate regularly in work groups and committees that meet to evaluate customer needs, improve services, and implement new strategies.
· Establish, implement, and maintain procedures as needed to ensure current RESEA compliance
· Utilize Extreme Customer Service behaviors with all interactions with internal and external
Other Job Duties: This job description is not intended to be all-inclusive. The employee may be requested to perform other reasonable related duties as assigned by the immediate supervisor and other management as required. The company reserves the right to revise or change job duties as business requirements dictate. It is also understood that the company reserves the right to change work schedules as required, including requiring overtime.
Physical Demands/Work Environment: Physical requirements include carrying/lifting up to 5 pounds, frequently; up to 10 pounds, regularly; and up to 25 pounds, occasionally. Visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to drive an automobile and operate computer keyboard and basic office equipment; subject to carrying, lifting, twisting and reaching to perform essential job functions. Working conditions are primarily in an office environment with occasional travel to other locations.
Required Competencies: Extreme Customer Service focus, learning orientation, communication proficiency, teamwork orientation, technical capacity
Education: Bachelor's Degree from an accredited college or university or equivalent experience.
Experience: At least two years of progressive Workforce Service experience required with at least one year of RESEA service delivery experience preferred. Requires working knowledge of all applicable local Workforce Service programs and the Work in Texas system. Familiarity with applicable federal, state and local laws and regulations required. Experience in training and coaching/mentoring strongly preferred.
Skills/Abilities: Basic computer literacy including ability to use the Internet and Microsoft Office products. Ability to multi-task in a fast-paced environment. Strong listening and problem-solving skills. Ability to work independently with minimal supervision and effectively as part of a team. Ability to work in a team environment. Excellent interpersonal skills and Extreme Customer Service orientation. Strong oral and written communication skills.
All your information will be kept confidential according to EEO guidelines.
Living Dynamic
We believe that every role matters and that every customer, both internal and external, should feel empowered to be the best that they can be. Dynamic Workforce Solutions is a place where passion meets purpose and results in excellence.
Equal Opportunity Employer
APM, including Equus Workforce Solutions, Ross Innovative Employment Solutions, Dynamic Workforce Solutions, DESI, AGELIC, and Grant Associates, is committed to providing equal employment opportunities to all applicants and employees. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.
APM is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application and hiring process. If you require a reasonable accommodation during the application, interview, or selection process, please contact [email protected].