• Initiates and maintains contact with a variety of business and industry representatives.• Initiates and maintains contact with job placement/training agencies.• Make cold calls to potential employers.• Researches newspapers, agencies, and other resources for job leads. • Refers qualified applicants to employers and conducts necessary follow-up when applicants are placed in positions. • Prepares forms and reports related to participant placement activities.• Participates in outreach and recruitment activities by coordinating and attending job fairs.

• Monitor service levels and communicates issues to agents and appropriate peers.• Assists in the development and implementation of proactive solutions to service level challenges while maintaining a balance between business and customer needs.• Monitor live telephone conversations between agents and customers to ensure compliance with policies and procedures.• Motivate and train call center agents to meet and exceed performance goals.• Monitor work flow and approves schedule changes.• Provide feedback to call center agents regarding individual and team performance. • Responsible for on going coaching and training of call center agents.

• Establish relationships with vendors/employers to build employment accounts for job development purpose.• Manage a caseload of 40 Urban League participants and enter case notes into a computerized system• Assist with employment skills, post resumes online, and provide counseling support as needed.• Maintain track of employment status for participants and obtain employment verification information for contract.

• Responsible for developing the marketing strategy that has been implemented by the Corporate Office.• Supervised employees and trained on employment strategies, coaching, and development.• Identify and recommend improvements in processes and procedures.• Overseeing the call center databases and monitor activities related to daily/weekly/monthly reports.