Career Coach Lead

Job Title: Career Coach Lead

Reports to: Project Director

Position Classification and Wage: Exempt

Primary Objectives of Position: Provides ongoing leadership, coaching and technical expertise to the Career Coaches that are providing integrated workforce planning services to career center customers.

Essential Job Functions:

• Provides coaching and technical assistance to Career Coaches to assist with meeting performance and quality goals.

• Coordinates activities of Career Coaches to ensure the needs of the customers, providers and the Center are being met or exceeded.

• Ensure that staff members are appropriately engaging customers in order to achieve customer satisfaction standards.

• Responsible for all facets of personnel management for assigned staff in collaboration with Project Director, including hiring, development, performance review and evaluation, corrective action, and termination.

• Problem solves difficult situations on behalf of customers and staff utilizing Extreme Customer Service.

• Identify and address needs for staff training.

• Reviews and approves timecards. Reviews and approves requests for PTO and other leave.

• Reviews and approves exit checklists.

• Final review and approval for supportive services and incentives.

• Works with management and QPT staff to evaluate ongoing quality results and opportunities for continuous improvement.

• Participates regularly in work groups and committees that meet to evaluate customer needs, improve services, and implement new strategies.

• Establishes, implements, and maintains procedures as needed and acts as a liaison between Career Coaches and other Workforce Center staff.

• Performs Career Coach functions as required to assist with balancing workloads to include maintaining a caseload, assess customers and explore full range of employment opportunities and/or training, implement and update service plans to meet customer needs, and document case records and prepare reports.

• Utilize Extreme Customer Service behaviors with all interactions with internal and external customers.

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.

Required Competencies: Extreme Customer Service focus, learning orientation, communication proficiency, teamwork orientation, technical capacity and recruiting experience.

Qualifications:

Education: Bachelor's degree in social services, Human Resources, Communications, Business, or equivalent experience is required.

Experience: Minimum of two years' experience in staffing, recruiting, or workforce development with at least one years' experience working with computer systems for data entry and data review required. Previous workforce experience and/or case management experience is preferred. Must possess demonstrated proficiency with verbal and written communication skills as well as demonstrated customer service skills and computer skills.

Skills/Abilities: Knowledge of employment and recruiting practices, ability to understand and follow program policy, knowledge of business practices and industry sectors, ability to work effectively in a fast paced environment, strong familiarity with regulatory entities and their laws and guidance that apply to job posting and recruitment, ability to effectively read and interpret written procedures, ability to prepare routine reports, ability to enter data into computerized system, skills in dealing with customers using Extreme Customer Service.

Additional Requirements: Must have valid driver's license and adequate vehicle insurance coverage.