SERCO OF TEXAS - GULF COAST

Summary: Managers are directly responsible for the staff and service to customer. The manager sets the tone for the office and communicates with staff the expectations for quality service and expected accomplishments. Managers are the example for responsibility and accountability and work with supervisors in supporting staff in performing their duties. 

Key Responsibilities:

• Clearly communicates expectations and priorities to office staff

• Delegate and review the status of on-going task of supervisors to assure expectations are being met 

• Communicates throughout every level of the Workforce Solutions system 

• Directly supervise and evaluate the performance of staff

• Ensure daily activities and tasks are aligned with the annual and long-term goals of Workforce Solutions System and assists in setting short-term goals and objectives

• Understand and implement the franchise requirements – Mission, Core values, Standards and Guidelines 

• Lead meetings with other members of the management to discuss the status of current and future initiatives, ongoing activities and progress as they relate to the Workforce Solutions

• Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback.

• Plan, evaluate and improve processes and procedures to enhance speed, quality, efficiency and results

• Serve on work groups to develop work plans for projects and new initiatives 

• Manage special projects and assignments when required

• Ensure supervisors understand, implement and train staff on how to meet contract performance objectives

• Maintain a safe work environment and ensures staff attend appropriate safety training

• Coordinate work activities of the office with other offices to improve services to our customers

• Manage the overall operations and daily activities of the office to include but not limited to managing expenditures

• Maintains professional technical knowledge by attending educational workshops, training courses, establishing personal and professional networks 

• Manages Human Resources:

• Maintains compliance with internal Human Resources policies and procedures, equal opportunity, and nondiscrimination provisions

• Identifies internal staffing needs and conducts interviews, makes hiring and termination recommendations

• Evaluates and recommends personnel actions including salary increases, bonuses, and

• improvement plans

• Provides effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of human resources, when necessary

• Documents coaching, on-the-job training of new employees, and arranges for training 

• Ensures staff accurately determines eligibility for and awards Workforce Solutions financial 

• aid equitably and according to priority guidelines

• Staffs the office to make sure customers receive service timely and adequate staff is available

• Utilizes a platform to receive customer service feedback and regularly reviews this to 

• implement improvement

• Is creative and flexible in the use of resources to meet the needs of all Workforce Solutions customers 

• Uses good judgment in resolving customer complaints and monitors customer satisfaction

• Communicates with management across the system and staff to coordinate a response to workforce needs 

• Fosters a productive working relationship with management through flexibility, adaptability, and congeniality to find solutions for employers

• Represents Workforce Solutions in the community at meetings, conferences, seminars, media or on boards, panels and committees

• Works cooperatively with all parts and divisions of Workforce Solutions. 

• Ensures offices are clean, presentable, and conducive to a professional environment

• Ensures timely and accurate data entry 

• Maintains and assures confidentiality of all customer files and Personally Identifiable 

• Ensures cash substitutes are safeguarded and equipment is secure

Minimum Qualifications

Education:

Bachelor’s degree in business administration, human resources, social services, or related field. An associate degree with four (4) years of directly related experience in workforce development or program management may substitute.

Experience:

Minimum of three (3) years of supervisory or management experience in workforce development, human services, or related fields. Experience overseeing staff, managing performance, and ensuring compliance with program or contract requirements preferred.

Skills & Abilities:

• Strong leadership, supervisory, and team-building skills with the ability to set expectations and hold staff accountable.

• Excellent communication and interpersonal skills to engage with staff, management, partners, and the community.

• Knowledge of workforce development programs, performance standards, and compliance requirements.

• Ability to analyze processes, set goals, and implement improvements for office operations.

• Proficiency with Microsoft Office and case management/workforce systems (e.g., WorkInTexas.com, TWIST).

• Strong organizational and decision-making skills with the ability to manage multiple projects and priorities.

Other Requirements:

• Must maintain confidentiality and comply with federal, state, and workforce board regulations.

• Ability to travel locally for meetings, trainings, and community events.

• Bilingual (English/Spanish) preferred.

SPECIAL REQUIREMENTS:

1. Must possess and provide a valid Texas Driver’s License and Automobile Liability Insurance as required by the State of Texas.

2. Must have access to reliable transportation in order to travel within service area.

Physical demands and work environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

1. PHYSICAL DEMANDS: While performing duties of the job, employee is occasionally required to stand; walk; sit; for long periods of time. Employee must be able to drive for extended periods of time. Employees must occasionally lift and /or move up to 25 pounds, must be able to set up display area.

2. WORK ENVIRONMENT: Fast-paced, demanding both, physically and mentally, and in constant communication.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice.

Start your SERCO of Texas interview now. Click the Self-Interview link for step-by-step directions. Please review the full job description before you begin. Completing the self-interview counts as your fully submitted application.

Career Office Manager

JOB CODE: 11-1021