Operations Manager at Dynamic Workforce Solutions in WIOA Locations-DESI - Montgomery- 4142 Carmichael Rd Ste D, Montgomery, AL

Job description

• EXPERIENCE EXTREME CUSTOMER SERVICE
• Primary Objectives of Position: Assist the Project Director in ensuring that all current operations are meeting the requirements of the funding source, and utilize coaching strategies to ensure that the performance goals and objectives for the region are being met or exceeded.

Responsibilities

• Responsible for the coordination of assigned programs and management of services within those programs.
• Coach and lead project staff to meet or exceed performance goals, including ensuring that staff members perform thorough, accurate review of all case files, that staff have no disallowed costs and that staff members are aware of performance goals and understand consequences of not meeting performance.
• Manage and conduct analysis of workforce activities to evaluate compliance with policies and procedures and adherence to contract requirements.
• Communicate effectively with management and appropriate staff regarding areas of improvement and provide recommendations or suggestions for enhancements.
• Responsible for the planning and implementation of quality management model for continuous improvement and customer satisfaction.
• Use board approved systems and all available data sources to analyze and support performance activities and ensure appropriate action is followed to correct deficiencies.
• Welcome and addresses customer complaints as they occur, objectively and utilizing Extreme Customer Service guidelines.
• Ensure that the Center is appropriately engaging industry sectors to meet/exceed customer expectations and that all members of the Community, including the partners, are collaborating to meet the objectives of the Center and the needs of employers and job seekers.
• Evaluate and understand all performance goals to effectively impact each performance measure, establish procedures to ensure all staff are following all prescribed strategies to impact performance measures.
• Develop and maintain effective teamwork strategies.
• Identify and address needs for staff training.
• Identify and fill open positions in a timely manner, hire and promote employees based on sound decision making ability, evaluate and recommend personnel actions fairly and quickly, deliver timely coaching focused on improving performance.
• Utilize Extreme Customer Service behaviors in all interactions with internal and external customers.

Requirements

• Required Competencies: Extreme Customer Service focus, ability to utilize coaching techniques to drive exceptional performance and quality results, learning orientation, communication proficiency, teamwork orientation, technical capacity
• Education: Minimum of a Bachelor's Degree in Human Services, Business, Education or Human Resource field or equivalent.
• Experience: Minimum of 3 years in a supervisory or management capacity with 5 years of progressive responsibility in Workforce Development programs preferred. Solid working knowledge of Workforce Investment Opportunity Act (WIAO) legislations and regulations and strong business knowledge of customer service best practices and performance management techniques required. Experience in training and coaching/mentoring strongly preferred.
• Skills/Abilities: Progressive responsibility in management and workforce development program operations. Requires ability to generate respect and trust from staff and external constituencies. Requires project management, organizational, personnel, problem solving and data analysis skills, along with an ability to meet deadlines as required by our employees and customers. High level of communications skills and the ability to work with minimal direction. Need strong technical skills and proficiency in Microsoft Office Suite.
• Additional Requirements: Must have valid driver's license and adequate vehicle insurance coverage.

Skills

Required

• Extreme Customer Service focus
• Learning orientation
• Communication proficiency
• Teamwork orientation
• Technical capacity
• Project management
• Organizational skills
• Personnel skills
• Problem solving skills
• Data analysis skills
• Ability to meet deadlines
• High level of communications skills

Benefits

• Benefits: Insurance: Health, Life, Dental and Disability, PTO, Paid Holidays, 401K, Flexible Spending Account, Tuition Assistance