Career Coach Lead

Dynamic Workforce Solutions•Chicago, IL

About The Position

Provides ongoing leadership, coaching and technical expertise to the Career Coaches that are providing integrated workforce planning services to career center customers. This role is classified as Exempt and reports to the Project Director.

Requirements

Bachelor's degree in social services, Human Resources, Communications, Business, or equivalent experience is required.
Minimum of two years' experience in staffing, recruiting, or workforce development.
At least one years' experience working with computer systems for data entry and data review required.
Demonstrated proficiency with verbal and written communication skills.
Demonstrated customer service skills.
Demonstrated computer skills.
Must have valid driver's license and adequate vehicle insurance coverage.

Nice To Haves

Previous workforce experience and/or case management experience is preferred.

Responsibilities

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.