Customer Experience & Intake Supervisor (Workforce Programs)

Company Description

We help job seekers and career changers prepare for and advance in careers with a focus on sustainable, high-growth, high-demand industries. Our committed and well-trained workforce professionals deliver comprehensive workforce solutions at integrated career centers, sector-focused centers and community, and partner sites.

Job Description

The Supervisor Talent Engagement directs the Talent Engagement Specialist team ensuring that job seekers are receiving stellar service upon arrival at the workforce center.

• After orientation, ensure clients are welcomed, oriented to available programs and services offered at the career center.
• Assist in oversight of customer service and staff work flow.
• Assist in training of new staff to ensure consistency.
• Resolve problems encountered during daily operations and determines appropriate solutions.
• Assist in developing and modifying work plans, methods, and procedures, determines work priorities, and develops work schedules to provide adequate staff coverage.
• Review unit procedures, assists in the development or revision of needed procedures and troubleshoots system errors.
• Provide work instruction and assist employees with difficult and/or unusual assignment.
• Conduct ongoing supervisions with staff and provide them with written feedback.
• Conducts regular group staff meetings with team.
• Meets with project supervisory and cross functional staff teams
• Ability to explain regulations, policies and procedures to staff.
• Develop work plans, methods and procedures, determines work priorities and develops work schedules to provide adequate staff coverage.
• Maximize performance and productivity
• Oversees and develops internal monthly and quarterly reports.  Provide work instruction and assist employees with difficult and/or unusual assignments
• Other duties as assigned

Qualifications

Qualifications:

• Knowledge of WIOA programs preferred. 
• Considerable knowledge of local employment practices and labor market conditions.
• Knowledge of the physical, economic, and social characteristics of the Local Area.
• Knowledge of training providers and their availability. 
• Ability to communicate effectively and efficiently with customers, program staff, and other involved parties. 
• Ability to recruit customers and public/private industry to participate in the programs.
• Bi-lingual (English/Spanish) preferred.
• Driver's license in good standing and valid auto insurance required

Education:

• Graduation from an accredited college or university with a degree in human services, psychology, counseling, business, social work, or related field or an equivalent combination of education and experience. 

Additional Information

All your information will be kept confidential according to EEO guidelines.

Equus Workforce Solutions is a leading provider of workforce development services in North America. With a dedicated and passionate team, Equus puts the industry’s best practices to work by focusing on the development, design, and delivery of demand-driven workforce solutions.

When you join Equus, you can expect extensive learning opportunities and networking programs. But most of all you can expect to make a lasting impact on the lives of others.

At Equus we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect. Equus Workforce Solutions is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, age, pregnancy, sexual orientation, gender identity, ancestry, religion, national origin, veteran status, physical or mental disability, or reprisal or any other characteristic protected under state, federal, or local law.