• Direct and coordinate Career Center staff to fulfill operational functions/service delivery within funding streams, collective bargaining agreements, and governmental regulations• Create high-performance work environment through development and promotion of functional and cross-functional teams.• Organize and direct activities of Jobseeker Services teams.• Organize Career Center function so that staff are assigned to and identify themselves with services (such as outreach, assessment, and training) as opposed to specific agencies or programs. Works with partners to ensure a fully integrated center.• Analyze operational needs; collaborate with Operator, partners, and DESC to develop and monitor Center• Develop improvement processes to respond to immediate operational needs while ensuring that short-term actions support long-term objectives.• Establish and enforce Career Center policies and procedures that define operations (e.g., office hours, data confidentiality, health and safety, closings and emergencies).• Maintain knowledge of all partner programs’ policies and procedures affecting service delivery to ensure programmatic and statutory compliance

1. Manages the day-to-day operations and management of the Detroit At Work Call Center. Supervises, trains/coaches, assigns work, evaluates employee and work experience participant performance, and handles employee relations issues. 2. Answering staff/participant questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by staff.3. Leading team meetings, asking questions to better understand the calls staff are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.4. Assist DESC and the Director to develop and implement departmental standards, systems, policies, and procedures; develops process improvements as needed.5. Ensures call center program goals and objectives are met as specified by funding sources and the Corporation. 6. Develops and maintains working relationships with referring PATH providers and Call Center training provider(s). 7. Prepares reports and analyzes call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.8. Monitoring and manage service level to ensure deliverables are met and in compliance with contractual obligations. 9. Attends internal and external meetings as a representative of the Corporation. 10. Maintains working knowledge of assigned program statements of work, performance payment conditions, and performance goals.11. Contributes to the team effort by performing other duties as assigned.

• Responsible for collaborating with appropriate units to develop, plan, and implement hiring strategies for customers.• Market our services via telephone and by conducting in-person meetings with hiring managers and decision-maker of various businesses.• Provide recruiting events, pre-screening and interviewing and matching potential employees to meet client’s needs.• Deliver quality customer service to both clients and customers.• Contribute to the development and implementation of proposals designed to improve existing workforce development.

• Educated customers on Comcast products and pricing models as well as competitive advantage over other service providers. Skilled at all levels of the sales process with particular strengths in closing the sale and developing a solid rapport with each customer.• Evaluated competitive offers and framed responses to show the benefits of Comcast.• Formulated strategic sales opportunities through creating events, programs, and informational meetings within apartment complexes to increase sales • Maintained successful relationships with Apartment Managers to promote sales activity of products to residents and was well regarded for strong interpersonal communication skills and high impact presentations.

• Monitored and enforced the provisions of the collective bargaining agreement to ensure both the company and employees are not violating the terms of the agreement.• Ensured compliance with all federal, state and local laws and regulations.• Part of the negotiating team of Collective Bargaining contract.• Handled first and second step of the grievance process.