RESEA Lead

Dynamic Workforce Solutions•Longview, TX

9d•Onsite

About The Position

The RESEA Lead provides ongoing leadership, coaching, and technical expertise to Business Services Liaisons providing integrated workforce planning services to career center customers in the RESEA program. The role supports the Business Services Manager with operational functions, including outreach, program compliance, monitoring staff performance and show rates, and establishing and overseeing WIOA DW enrollments. The RESEA Lead oversees RESEA staff on an assigned work team and may perform frontline functions to address staffing gaps or outreach spikes. The position is based in an office environment in Tyler, Texas, with occasional travel to other locations. Physical requirements include carrying or lifting up to 5 pounds frequently, up to 10 pounds regularly, and up to 25 pounds occasionally. The role also requires visual acuity, speech and hearing, hand-eye coordination, and manual dexterity for driving and operating a computer keyboard and basic office equipment, as well as carrying, lifting, twisting, and reaching. Work schedules may change as business needs require, including overtime.

Requirements

Bachelor's degree from an accredited college or university, or equivalent experience.
At least two years of progressive Workforce Service experience.
Working knowledge of applicable local Workforce Service programs and the Work in Texas system.
Familiarity with applicable federal, state, and local laws and regulations.
Basic computer literacy, including the ability to use the Internet and Microsoft Office products.
Ability to multitask in a fast-paced environment.
Strong listening and problem-solving skills.
Ability to work independently with minimal supervision and effectively as part of a team.
Excellent interpersonal skills and an Extreme Customer Service orientation.
Strong oral and written communication skills.
Required competencies include Extreme Customer Service focus, learning orientation, communication proficiency, teamwork orientation, and technical capacity.

Nice To Haves

At least one year of RESEA service-delivery experience is preferred.
Experience in training and coaching or mentoring is strongly preferred.

Responsibilities

Perform RESEA frontline functions as needed to backfill open positions or respond to outreach spikes.
Coach RESEA staff to support performance and service quality.
Provide hands-on and technical assistance to staff to address needs and resolve issues.
Problem-solve difficult situations for customers and staff using Extreme Customer Service.
Work with the Business Manager to ensure coverage of all needed functions.
Participate in TWC and Board training sessions and meetings to identify requested service-delivery changes.
Identify and address staff needs.
Work with management and QPT staff to evaluate quality results and opportunities for continuous improvement.
Perform internal audits to ensure staff compliance.
Coordinate RESEA staff activities to ensure customer and program needs are met or exceeded.
Participate in work groups and committees focused on evaluating customer needs, improving services, and implementing strategies.
Establish, implement, and maintain procedures to ensure current RESEA compliance.
Use Extreme Customer Service behaviors in interactions with internal and external customers.
Oversee RESEA staff on the assigned work team, including outreach, programmatic compliance, staff performance and show rates, and WIOA DW enrollments.