Experience:Proven experience in a managerial role, preferably in a workforce development or customer service environment is required for this position.

Education: High School Diploma / GED is required per policy **Bachelors degree in Business Administration, Human Services, or a related field (or equivalent experience).

Language: English required (Spanish is a plus) to communicate with clients and staff. ** Bilingual preferred

Driver's License: Not required for this position

Hybrid Workplace Enjoy coming to the office to meet your colleagues but still prefer to work from home?No problem! We have a hybrid workplace model that enables our teams to split their time between home and the office.

General Description: The Intake Center Manager serves as the first point of contact for all customers and team members entering the career center. This role is crucial for overseeing the operations of six job centers and ensuring seamless service delivery. The Intake Manager will enhance process flows, manage relationships with center partners, and provide direct oversight of front desk customer service representatives, call center representatives, trainers, and support services clerks. A strong emphasis will be placed on optimizing all program customer flows to improve the overall experience for job seekers and employers.

Responsibilities:

• Customer Engagement:Act as the primary contact for customers and team members, ensuring a welcoming and supportive environment.
• Operations Management:Oversee the operations of six job centers, ensuring that daily activities run smoothly and efficiently across all locations.
• Staff Oversight:Directly supervise front desk customer service representatives, call center representatives, trainers, and support services clerks to ensure high-quality service delivery.
• Process Improvement:Evaluate and enhance center process flows to improve service delivery and reduce wait times for customers.
• Partner Relations:Assist in navigating relationships with center partners, ensuring collaboration and communication are effective and productive.
• Inventory Oversight:Manage and oversee all staff and partner inventory and equipment needs, ensuring resources are available and well-maintained.
• Curriculum Development:Collaborate with trainers to enrich the training curriculum and expand training deliverables to meet the needs of job seekers.
• Complaint Resolution:Address customer complaints and manage center escalations effectively, ensuring a positive experience for all users.
• Innovation and Project Management:Leverage strong project management skills to implement innovative solutions that enhance customer service, streamline operations, and increase job seeker placement rates and employer engagement.
• Customer Flow Management:Maintain a heavy focus on optimizing all program customer flows to ensure efficient and effective service delivery.
• Community Engagement:Establish and nurture partnerships with community organizations, targeting the development of two new relationships each quarter to achieve a 15% reduction in overall program costs for client support services by enhancing access to community resources within the centers.
• Collaboration:Work closely with the Business Service Manager to utilize technology for in-center exposure to career pathways and business insights. Drive the expansion of onsite hiring events aimed at increasing client placement rates. Clearly communicate program vision, goals, and individual responsibilities to ensure team alignment.
• Oculus and Training Expansion:Develop and implement a comprehensive plan to increase the use of Oculus technology and broaden client training offerings, integrating interactive online tools for interview and resume preparation, such as Google Interview Warm-up and ChatGPT.

Qualifications:

• Must be fluent in Spanish to effectively communicate with our diverse community.
• Strong interpersonal and communication skills, with fluency in Spanish preferred.
• Demonstrated ability to manage multiple projects and priorities effectively.
• Innovative mindset with a track record of implementing process improvements.
• Experience in training or curriculum development is a plus.
• Proficiency in using technology and software related to workforce management and reporting.

About Us: Grant Associates is a national workforce development company that is passionate about raising the economic security for the people, businesses, and communities we serve. Since opening our doors in 1997, we have operated programs in cities large and small, partnering with communities to build the human side of economic development. As one of the largest workforce development organizations in North America, we have provided workforce development services to more than 50,000 companies and helped more than 1.2 million people achieve their career goals. Grant Associates is a wholly owned subsidiary of Advanced Personnel Management (APM) Group, a leading international provider of Human Services with offices in ten countries. Grant Associates is an Equal Opportunity Employer