Lead Career Navigator

Reports to: Operations Manager

Position Classification: Exempt

Office Location: Daley AJC or Olive Harvey AJC

EXPERIENCE EXTREME CUSTOMER SERVICE

About the Company

Dynamic Workforce Solutions (DWFS) contracts with state and local entities to provide services that offer the communities we serve reliable workforce development and training solutions that result in talented well-trained people positioned for tomorrows jobs. Our innovative approach to delivering services passion for the work we do and commitment to ongoing quality have defined over three decades of exceptional results.

Our people feel they are part of something way bigger than just a job. We commit to delivering Extreme Customer service in order to provide outstanding outcomes for the people and businesses we serve.

PURPOSE

Manages the programmatic requirements of the Workforce Investment Act/Workforce Opportunity and Innovation Act to achieve and/or exceed established goals. Also ensures that systems are in place to deliver quality program services.

ESSENTIAL JOB FUNCTIONS

• Manage the applicable program to meet/exceed defined goals. Maintain subject matter expert level knowledge on all applicable federal state and local laws regulations and guidance for the identified program.
• Communicate new and/or modified policies and procedures to staff. Provide technical assistance to center staff to improve performance as well as quality and customer satisfaction.
• Works closely with Quality Performance & Training Specialist to ensure program compliance.
• Identify develop implement and monitor strategies tactics and standard operating procedures to ensure program compliance and success.

• 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 to meet overall company objectives. 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 and that this position may require more than 40 hours per week.

  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 ability to utilize coaching techniques to drive exceptional performance and quality results learning orientation communication proficiency teamwork orientation technical capacity

• Manage and conduct analysis of workforce activities to ensure implementation of policies and procedures. Evaluate compliance with policies and procedures and adherence to contract requirements
• Collaborate with Community Leadership team and other Operations Management team members to ensure that all operating standards are maintained. Communicate effectively with management and appropriate staff regarding areas of improvement and provide recommendations of suggestions for enhancements. Be the point person for programmatic issues and resolutions.
• Develop and deliver program-specific training based on trends gathered from monitoring results and/or staff recommendations. Formulate teaching outline utilizing knowledge of specified training needs and determine instructional methods for all new and refresher training. Ensure that all staff are able to demonstrate the required knowledge and skills for their position as it relates to the program.
• Be actively engaged with all relevant operations that lead to the success of staff communities centers and the system. Analyze programmatic and other related data identify trends and mobilize staff to take action.
• Manage and conduct quality reviews; prepare reports and monitoring documents for dissemination; effectively communicate findings and recommendations to management and appropriate staff. Ensure the appropriate actions are taken to avoid monitoring findings. Review and implement internal systems geared toward reducing and/or eliminating findings and observations. Ensure that state and local corrective actions are completed within required timeframes.
• Design and deliver user friendly status and trending reports to operations management team to track performance outcomes and other related key data. Develop and provide performance summary to Project Director by the 10th workday each month.

Qualifications :

Education: Minimum of a Bachelors Degree in Human Services Business Education or Human Resource field or equivalent. Experience: : Minimum of five years of experience working with the Workforce Investment Opportunity Act preferred with a minimum of three years in a supervisory capacity. Strong business knowledge of customer service best practices and performance management. Requires knowledge of Workforce Investment Opportunity Act (WIOA) legislation and regulations.

Skills/Abilities: 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 alone. Need strong technical skills and commitment to a continually improving environment.

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

Additional Information :

Dynamic Workforce Solutions is committed to providing an environment that is free from unlawful discrimination and harassment in any form. It is our policy to comply with all applicable laws that provide equal opportunity in employment for all persons.

Chicago - 7500 South Pulaski Road Chicago IL 60652

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

At the core of our business is a commitment to creating a work environment where all employees have equal access to resources professional growth and opportunities. Our Four Cornerstones paired with our dedication to Extreme Customer Service guide our efforts to connect with and understand the needs of the communities we serve. We believe that the unique background and experiences within our team enhances our ability to serve our clients and strengthens our workforce. Attracting developing and retaining a workforce that reflects the people we serve is essential to our ongoing success.

DWFS/DESI is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color sex age pregnancy sexual orientation gender identity ancestry religion national origin veteran status physical or mental disability reprisal or any other characteristic protected by federal state or local law.

Remote Work :

No

Employment Type :

Full-time