Workforce Development Operations Support Specialist

• Flexibility to work 40 hours weekly within the hours of 8:00 a.m. to 5:00 p.m. Monday – Fridays. This is a full-time (non-exempt) position providing services in-person for students and staff at college and community locations.

• Assists the Operations and Registration Manager with enrollment of students into Workforce Development programs by guiding prospective students through enrollment and funding processes.
• Supports registration of students for classes and processes transfers, refunds, cancellations, payments, and other enrollment transactions.
• Serves as an escalation resource for complex registration, funding, payment, and eligibility issues.
• Makes and assembles class materials, including rosters, attendance sign-in sheets, evaluations, instructor course packets, and related materials as needed.
• Responds to student concerns and complaints and assists with researching and resolving enrollment or operational issues.
• Assists with preparation of materials for Workforce Development events.
• Submits completion-verification reports and other required information to government, professional, credentialing, and regulatory agencies.
• Enters and validates course grades, credentials, completion information, and other required student records.
• Documents enrollments, progress, and payments for FastForward, G3, FANTIC, and other applicable funding programs.
• Performs financial transactions associated with student registrations, transfers, cancellations, refunds, and related enrollment activity.
• Serves as Workforce Development’s primary functional resource and subject-matter expert for WES.
• Creates, clones, modifies, maintains, validates, and troubleshoots courses, classes, schedules, discounts, series, certificates, and related information in WES.
• Maintains advanced knowledge of WES functionality, registration workflows, funding processes, reporting, and data requirements.
• Identifies WES issues and coordinates resolution with appropriate college, VCCS, and vendor resources.
• Develops and maintains WES procedures and provides guidance and training to Operations staff and other Workforce Development employees as appropriate.
• Conducts data-quality reviews and coordinates correction of WES discrepancies.
• Produces and validates operational data and reports related to enrollment, fill rates, registration, completion, credentials, funding, and other performance measures.
• Serves as Workforce Development’s primary operational liaison with Marketing and Communications regarding program, course, schedule, pricing, registration, and related website information.
• Communicates approved program, course, and schedule changes requiring website updates.
• Monitors alignment between WES and Workforce Development website information and identifies discrepancies, outdated information, broken or ineffective registration pathways, and integration issues.
• Coordinates and tracks corrections with appropriate college and vendor resources and validates implementation of corrections affecting Workforce Development course information and registration processes.
• Supports efforts to improve the online course-discovery and registration experience by identifying operational barriers and recommending process or system improvements.
• Monitors scheduled classes and provides enrollment and fill-rate information to the Operations Manager and appropriate program staff.
• Serves as a senior operational resource to the Operations Manager and other Operations staff.
• Supports implementation, testing, documentation, and improvement of operational processes.
• Cross-trains Operations staff in WES, registration, funding, and related procedures.
• Provides backup support for other registration and operational functions as needed.

• Choice of health, dental, disability, and life insurance plans offered through the Commonwealth of Virginia
• Generous leave benefits
• Tuition waiver program for studies at PVCC and opportunities for professional development and career advancement

May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.

• Knowledge of the role of workforce development within the college community and the services provided.
• Knowledge of enrollment processes and workflows.
• Excellent oral and written communication skills, collaborative problem-solving skills, and organizational skills.
• Ability to support an environment of strategic continuous improvement.
• Proficiency in Microsoft Office, including Word, Excel, and PowerPoint.
• Strong interpersonal skills to engage and provide support to students, instructors, staff, and other stakeholders.
• Ability to identify challenges, determine options, troubleshoot issues, and support timely resolution.
• Demonstrated ability to manage simultaneous tasks and projects to successful completion.
• Demonstrated commitment to community college philosophy and student success.
• Knowledge of workforce classes, fast-track career training, and other programs that could benefit prospective students.
• Proficiency with PeopleSoft student information system and/or Workforce Enterprise System (WES).
• Demonstrated proficiency with WES functionality, including course and class setup, registration workflows, data management, and troubleshooting.

• Additional education in a related field.
• Experience in customer service and administrative support.
• Fluency with current computer software, including Word, Excel, and customer-relations databases (CRMs).
• Effective oral and written communication skills and ability to communicate clearly and concisely with staff and the public by telephone, email, and in person.
• Experience supporting workforce training, continuing education, or other noncredit educational programs.
• Experience administering FastForward, Workforce Credentials Grant, FANTIC, G3, third-party billing, or other workforce funding programs.
• Experience with data reporting, data-quality review, or systems administration.
• Experience coordinating course and registration information across student information systems, registration systems, websites, or other digital platforms.

The selected candidate’s offer is contingent upon the successful completion of a criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment). Additionally, selected candidates may be required to complete the Commonwealth’s Statement of Economic Interest. For more information, please follow this link: http://ethics.dls.virginia.gov/

VCCS uses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 form and provide documentation of your identity for employment purposes.