Job Title: One Stop Operator

Reports to: One Stop State Director

Position Classification: Salaried, Exempt

Office Location: Central, OK

Wage Range: $50,000-$54,000 annually

This position requires 50% travel

Overview

The One Stop Operator plays one of the most critical roles impacting job seekers and businesses throughout the communities served. Strengths for applicants should demonstrate effective communication (written and verbal); tactical management supervision, creation and execution of work plans that drive to the implementation of a new service delivery model. This model must work in the service delivery model workflow and represent business demands throughout the region.

Primary Objectives of Position

Oversee a group of teams that drive individuals to obtain services through the broad range of services and be accountable to identifying and enrolling targeted number of customers to receive services from all funding streams, initiatives, and programs. Tasks will include items such as: Coordination with Board Staff, Workforce Center Oversight, Outreach efforts, Community Collaborations, Referral process, Event hosting, initial assessment services, Universal population services, Adopting Agencies for partnering, and Pop-up services. The One Stop Operator will develop comprehensive, tactical strategies and goals to implement a strong service delivery model that improves efficiency and effectiveness while representing the local brand.

Essential Job Functions

• Coach, lead and develop the Workforce Center teams to ensure operations are meeting the requirements of the funding source.
• Implement and reinforce customer flow and service standards across partner organizations.
• Ensure effective and efficient triaging of customers, leading and managing referral process and outcomes between programs.
• Oversee inbound and outbound phone system for the American Job Center (AJC) and ensure proper routing for customer satisfaction.
• Support the integration of Language Line Services to offer professional interpretation and translation services with non-English-speaking, multilingual, blind and visually impaired, and deaf and hard of hearing customers.
• Facilities and Safety Management, including addressing cleanliness issues and repairs in a timely manner.
• Ensures adequate and quality coverage of the AJC computer lab/Resource Room with a focus on customer flow and satisfaction.
• Ensures all staff covering the AJC computer lab/Resource Room are adequately trained.
• Responsible for oversight of partnership with the Wagner-Peyser program including RESEA, and Universal Services.
• Responsible for managing all aspects of one-stop daily operations to reach or surpass all identified goals and objectives.
• Plan and facilitate weekly operations meetings with One Stop Operator to review progress in exceeding operations objectives, system objectives, performance, and contract requirements.
• Work with the One Stop Operator to ensure that the DWFS culture is established and maintained in the project.
• Seek out best practices to replicate when and where appropriate.
• Promote events, trainings, free resources, and info sessions with partner organizations and the public as appropriate, ensuring staff are doing the same.
• Assist leadership team in addressing the administrative needs and provide supervision of the day-to-day operations of the Community Engagement Team.
• Conduct regular meetings with staff to review performance and contract requirements.
• Monitor team operations to ensure compliance with applicable Federal, State and Local regulations that apply to workforce development business operations.
• Establish and maintain positive working relationships with the Board, employers, community partners, supportive service organizations, and all workforce partners to optimize customer satisfaction and community relations.
• Provide regular effective communication related to project deliverables to members of the Board, DWFS management, community partners and the public.
• Oversee the referral process for the local AJC, managing referrals between programs on the floor in real time, answering questions when needed.
• Utilize Extreme Customer Service behaviors in all interactions with internal and external customers.

Other Job Duties

Other duties and special projects as needed to meet overall company objectives. This job description is not intended to be all-inclusive. Therefore, the employee may be requested to perform other reasonable related duties as assigned by the immediate supervisor and other management as required. The company reserves the right to revise or change job duties as business requirements dictate. It is mutually agreed that the job description does not constitute a written or implied contract of employment. It is also understood that the company reserves the right to change work schedules as required, including overtime.

Qualifications

Education

A Bachelor's Degree in Business Administration, Psychology, Social Services, or a related field required or equivalent experience.

Experience

Minimum of five years of experience working in a service industry, with a minimum of three years in a supervisory and operations management capacity. Strong business knowledge of customer service best practices and performance management.

Skills/Abilities

Requires project management, organizational, personnel, problem-solving and data analysis skills, along with an ability to interact with employees at all levels. Excellent interpersonal skills. High level of written and oral communications skills. Strong technical skills required, to include proficiency in Microsoft Office Suite. A commitment to accountability in a continually improving quality environment is a must!

Additional Requirements

Must have valid driver's license and adequate vehicle insurance coverage.