Call Center Director

Gesher Human Services•Detroit, MI

About The Position

The Career Center Director provides leadership and oversight for all Career Center programs, including WIOA Adult and Dislocated Worker, PATH, and FAE&T. The Director is responsible for service delivery, facility operations, staffing, and performance management to ensure programs meet contractual, fiscal, and quality expectations. This role analyzes program, fiscal, and staff performance to drive continuous improvement, ensure effective use of resources, and achieve performance outcomes. The Director also leads service enhancements and the development of new workforce initiatives in collaboration with internal teams and external partners.

Requirements

Bachelor’s degree in business, marketing, social work, HR or related field required.
At least 3 years’ management and supervision experience in employment services setting required.
Knowledge of and experience in WIOA, talent development and business services.
Interpersonal skills and cultural sensitivity sufficient to effectively relate to and communicate with employers, participants, funding sources, public and staff.
Composition skills sufficient to prepare required reports, grants, and correspondence.

Nice To Haves

Career Development Facilitator certification preferred.

Responsibilities

Implement, interpret and analyze procedures/policies to comply with organizational, County, State and/or Federal guidelines.
Provide oversight, review and evaluation of current programs coupled with the design, planning and evaluation of new programming.
Work with representatives from various community organizations to provide outreach to unengaged job seekers. Partner with community organizations that can serve as referral services to help job seekers to reduce barriers.
Develop business/community relations to meet workforce development needs: Develop and coordinate outcome-based placement activities to meet the needs of job seekers and build an effective system to meet and support employer needs.
Assist in developing program budgets and monitor the resulting spending plan ensuring that revenue adequately covers expenses.
Recruit, train and evaluate designated staff to ensure quantity and quality of work and promote professional growth and development. Complete written performance evaluations as required.
Develop and implement a plan to promote Michigan Works business and career related services by developing and maintaining a network of employers and business relationships to expand corporate contacts, business partnerships and employment opportunities.
Provide up to date stats on required program metrics as needed. Work with staff that are not achieving program goals to make modifications to process to meet all identified goals.
Maintain a positive community image through outreach, public speaking and marketing.
Manage audits and audit compliance; meet with auditor regarding specific programs and respond to audit findings with corrective action.
Participate on boards, networking events and other community activities to develop business partnerships. Support employers in developing targeted training to meet their labor demands.