One Stop Programs Supervisor - SERCO OF TEXAS - LAREDO : Job Details

SUMMARY: Responsible for providing daily guidance and training to all staff at the SERCO-operated Workforce centers and for Directing the delivery of all client services and assuring performances are met. The supervisor plays a critical role in overseeing daily project activities, supporting the project manager, and ensuring team alignment with project goals. Project Planning Support

• Resource Allocation: Work with the program manager to allocate appropriate resources based on project needs and team skills.
• Task Breakdown: Help in decomposing project tasks into manageable activities for team members, ensuring clear task assignments.
• Risk Identification and Communication: Participate in early risk identification, communicating potential concerns or issues to the project manager.
• Schedule Coordination: Aid in setting realistic timelines for tasks, keeping in mind team capacity and availability.

Daily Operations and Task Management

• Task Supervision: Oversee team members' daily activities, ensuring tasks are progressing according to the schedule.
• Guidance and Support: Provide hands-on support, addressing team questions, clarifying task requirements, and troubleshooting issues.
• Quality Control: Review work to ensure it aligns with project quality standards and requirements, identifying and addressing any gaps.
• Status Reporting: Maintain clear communication with the project manager, updating on task progress, risks, and any issues requiring escalation.

Performance Monitoring and Feedback

• Track Performance: Monitor team performance metrics, tracking individual contributions and progress against project KPIs.
• Provide Constructive Feedback: Regularly offer feedback to team members to enhance performance, support development, and resolve any performance issues.
• Goal Alignment: Ensure team members understand how their work contributes to overall project objectives, fostering a sense of purpose and alignment.

Risk and Issue Management

• Proactive Issue Resolution: Identify and address issues as they arise, taking corrective action when necessary to keep the project on track.
• Escalate Major Issues: Escalate critical issues or risks to the program manager promptly to enable timely intervention.
• Implement Mitigations: Work with the team to implement risk mitigations, adapting tasks and resources as required to minimize impact.

Communication and Coordination

• Facilitate Communication: Act as the communication bridge between team members and the program manager, ensuring transparency and consistent information flow.
• Conduct Team Meetings: Host regular team check-ins, reviewing progress, addressing concerns, and keeping everyone aligned.
• Stakeholder Interaction: When needed, interact with stakeholders to provide status updates or relay team feedback as authorized by the project manager.

Documentation and Reporting

• Maintain Records: Document task progress, quality checks, and any changes made to project tasks or deliverables.
• Prepare Reports: Compile status reports on team activities and performance, submitting them to the project manager for review.
• Lessons Learned: Contribute to the project's lessons learned documentation, identifying key takeaways and improvement areas.

Project Closure Support

• Final Quality Checks: Ensure all deliverables from the team meet project standards and are ready for final review.
• Assist with Documentation: Help compile final project documentation, including task completions, risks mitigated, and lessons learned.
• Resource Release and Team Recognition: Coordinate with the project manager on releasing resources, recognizing team efforts, and supporting transition plans.

DUTIES AND RESPONSIBILITIES:

• Manages the daily operations of the One Stop programs, to ensure quality customer service, efficient and effective service delivery, and the best use of resources to achieve expected outcomes.
• Assists in supervision of assigned team in daily operations ensuring quality customer service, guidance, efficient and effective operations, and the best use of resources to facilitate expected outcomes.
• Ensures center functions are delivered in a timely manner following guidelines and principles.
• Monitors staff performance levels and develops corrective plans as necessary to meet program requirements, center and system goals; updates individual employee performance files of the employees work performance; handles staff personnel issues timely and effectively.
• Ensures customer information is entered accurately and timely and informs center manager of challenges in training areas for staff and requests training as needed.
• Responds timely to requested information and meets required deadlines.
• Ensures all center functions are delivered in a timely manner and staff follows guidelines and principles set forth by management.
• Prepares forms, documents, and reports as instructed by management.
• Schedule and organize meetings.
• Actively participates in meetings.
• Ensures quality assurance reviews meet the acceptable outcomes.
• May interpret assessment results; may interview customers to record and assess employment information to determine customer's career development opportunities and needs and provides career counseling.
• Exhibit professionalism, diplomacy, and ability to appropriately interact with staff, participants, employers, and local stakeholders while maintaining working relationships in all aspects.
• Performs other duties as assigned.

EDUCATION AND EXPERIENCE:

• Graduate form an accredited college or university with a Bachelor's Degree in Business or the Social/Behavioral Sciences preferred.
• Minimum of two (2) years management experience with knowledge in the workforce development system or similar setting desired.
• Familiar and sensitive to the unique needs of the target population.
• Demonstrated supervisory skills and dedication to the issues facing the workers, students and employers
• Bilingual (English/Spanish) preferred.

PREFERRED QUALIFICATIONS: -Work experience in a performance based environment, public or private, the ability to analyze and interpret information and data and provide relevant feedback for action desired. -Professional experience in effective case management and counseling and ability to impart knowledge and information to others. -Knowledge of workforce development programs and projects, business intelligence and trends, economic development trends, interviewing procedures and assessment techniques of Workforce Development programs; of various customer service techniques; of agency policies and procedures; center programs; and of the English language sufficient to compose correspondence, summarize information, and write case narratives. -Skill in the use of computer terminals, computer software (Word, Excel, PowerPoint, Access, E-mail); in conducting interviews; and in counseling others required. -Supervisory experience desired. DESIRED KNOWLEDGE, SKILLS AND ABILITIES: 1. Excellent oral and written communications skills. Bilingual preferred (English/Spanish). 2. Excellent basic math skills. 3. Knowledgeable of business practices, administrative procedures and personnel development. 4. Knowledge of computer software, data systems and program reporting. 5.Must be able to travel within the service area 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. 3.Must have Physical demands and work environment: 4.The physical demands and work environment characteristics describe 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 physically and mentally, will be in constant communications. 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.