Resource Room Supervisor

SUMMARY: The Resource Room Lead is responsible for providing daily guidance and training to all staff at SERCO-operated Workforce Centers. This role ensures the effective delivery of client services, oversees daily project activities, supports the project manager, and ensures team alignment with project goals. The Lead also monitors performance, facilitates communication, and helps implement solutions to maintain efficient operations.

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: Provide constructive feedback to team members to enhance performance and address any 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 major risks or challenges to the program manager promptly.
• 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 meetings to review progress and address concerns.

• Stakeholder Interaction: 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 lessons learned documentation, for process improvement.

Project Closure Support

• Final Quality Checks: Ensure all deliverables from the team meet project standards and are ready for final review.
• Assist with Documentation: Prepare and submit status reports on team activities and performance.
• Resource Release and Team Recognition: Coordinate with the project manager on releasing resources, recognizing team efforts, and supporting transition plans.

Duties and Responsibilities

• Oversee recruitment and placement of job seekers in positions that align with their skills and job requirements.
• Supervise SERCO and non-SERCO staff in the Employment Services Department.
• Manage advanced customer intake, assessment, application, and eligibility determination for Workforce Development programs.
• Ensure center functions are delivered timely and in compliance with guidelines.
• Monitor staff performance, implement corrective plans, and maintain performance records.
• Develop and implement methods to improve center and system goals.
• Conduct job matches and refer qualified candidates to employers when necessary.
• Ensure accurate reporting and tracking of client data, including case files, enrollment statistics, and retention rates.
• Respond timely to information requests and meet required deadlines.
• Interpret and implement employment policies and procedures to ensure compliance.
• Provide career counseling and assess customers for career development opportunities.
• Schedule and organize meetings, maintaining professionalism and diplomacy in interactions.
• Exhibit strong leadership, maintaining positive relationships with staff, participants, employers, and stakeholders.

EDUCATION AND EXPERIENCE:

• Graduate from an accredited college or university with a Bachelor’s Degree in Business or the Social/Behavioral Sciences preferred or
• Minimum of three (3) years resource room management or similar setting desired.
• Understanding, familiarity, and sensitivity to the unique needs of the target population.
• Demonstrated leadership skills and commitment to workforce development.
• Bilingual (English/Spanish) preferred.

SPECIAL REQUIREMENTS:

• Must possess and provide a valid Texas Driver’s License and Automobile Liability Insurance as required by the State of Texas.
• Must have access to reliable transportation to travel within the service area.
• Must have Physical demands and work environment:
• PHYSICAL DEMANDS: While performing duties of the job, the employee is occasionally required to stand; walk; and sit; for long periods. Employee must be able to drive for extended periods of time. Employees must occasionally lift and /or move up to 25 pounds and must be able to set up a display area.
• WORK ENVIRONMENT: Fast-paced, demanding physically and mentally, will be in constant communication.

Physical demands and work environment:

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

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.