Business Services Lead - Dynamic Workforce Solutions

Dynamic Workforce Solutions

Job Title: Business Services Lead

Reports to: Business Services Manager

Location: 300 Penn Center Blvd. Building 3

Suite 800, Pittsburgh, PA 15235

Wage: $47,000-$53,000

EXPERIENCE EXTREME CUSTOMER SERVICE

About the Company

Dynamic Workforce Solutions (DWFS) contracts with state and local entities to provide services that offer the communities we serve reliable workforce development and training solutions that result in talented, well-trained people positioned for tomorrow's jobs. Our innovative approach to delivering services, passion for the work we do and commitment to ongoing quality have defined over three decades of exceptional results.

Our people feel they are part of something way bigger than just a job. We commit to delivering Extreme Customer service in order to provide outstanding outcomes for the people and businesses we serve.

Primary Objectives of Position: Business Services Manager is responsible for oversight and administration of a marketing plan and coordinates job development activities among employer organizations.

Essential Job Functions:

· Perform all business service functions as required to meet performance goals and assist team members with balancing workloads.

· Provides training and coaching to assist with execution of marking plan and exceeding the expectations of employers.

· Develop and oversee worksites for work experience and on the job training contracts.

· Evaluates the needs of employers and devises customized plans that address the needs of employers with training and development of job seekers that are qualified to meet business demands.

· Coordinates daily activities and establishes short and long term goals that ensure achievement of performance goals.

· Develops and maintains effective working relationships with all project team members, employers and community partners.

· Problem solve difficult situations on behalf of customers and staff utilizing Extreme Customer Service principles.

· Oversee process of preparing marketing plan reports and monitoring documents for dissemination, identifying areas for improvement, and effectively communicate findings and recommendations to management and appropriate staff.

· Review and approve all policy and procedures (SOPs) related to marking plan to ensure consistent application of SOPs and make recommendations for improvement when necessary.

· Utilize Extreme Customer Service behaviors in all interactions with internal and external customers.

· The provider is expected to utilize consultative selling approaches to truly listen to, understand, and meet the changing needs of employers. The provider's team will be adept in

· consultative selling, including but not limited to the following:

o Ability to listen and understand needs.

o Solutions-oriented approach to discussing the needs of employers.

o Ability to adapt and demonstrate value to unique contacts.

o Provides innovative solutions for customers.

o Utilizes questioning skills in a friendly, professional appropriate way.

o Ability to gain deep understanding of core business processes and needs.

· Ability to prepare for contacts with businesses and conduct appropriate pre and post contact preparation and follow up.

· Ability to understand other available community resources and how they address employers'

· The provider will demonstrate an ability to identify preferred communication style and most appropriate means of communication for each customer.

· To be effective, all presentations and correspondence, verbal or written needs to be adjusted to meet the needs of various preferred styles for each business customer.

· The provider will be skillful in reading the audience and adapting messages as necessary to be clear and ensure understanding.

· Productive, positive dialogue with business customers is critical.

· A provider should strongly value accuracy and have minimal errors in both written and verbal correspondence.

· The provider should also be skillful at marketing to the employer community, including using marketing to attract businesses to the OMJ|CC service offering.

· The provider should use a variety of tactics (which evolve as needed) including digital and personal lead generation, partnerships, referral networks, and calling efforts to general employer engagement.

· Communication via blast emails will be strategically designed to include relevant information that compels business engagement with continuous improvement evident in open and click rates. In accordance with OMJ|CC policies, outreach via emails, social media, and press release requires collaboration with partners and functional supervisors within OMJ|CC and/or coordination with OMJ|CC staff.

Other Job Duties: This job description is not intended to be all-inclusive. 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 also understood that the company reserves the right to change work schedules as required, including requiring overtime.

Physical Demands/Work Environment: Physical requirements include carrying/lifting up to 5 pounds, frequently; up to 10 pounds, regularly; and up to 25 pounds, occasionally. Visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to drive an automobile and operate computer keyboard and basic office equipment; subject to carrying, lifting, twisting and reaching to perform essential job functions. Working conditions are primarily in an office environment with occasional travel to other locations.

Required Competencies: Extreme Customer Service focus, learning orientation, communication proficiency, teamwork orientation, technical capacity

Qualifications:

Education: Bachelor's Degree from an accredited college or university or equivalent experience.

Experience: Minimum of 2 years of supervisory experience and 2 years of business-to-business sales experience. Prefer experience with training and coaching in a performance based environment. Prefer working knowledge of WIOA and all applicable local Workforce Service programs. Familiarity with applicable federal, state and local laws and regulations required.

Skills/Abilities: Experience facilitating committee meetings, making presentations to and establishing relationships with a variety of associations and employer groups is

required. Excellent interpersonal skills with the ability to effectively engage a diverse audience in verbal and written format required. Must possess exceptional computer literacy. Strong relationship building skills with the ability to gather information and provide exceptional solutions that exceed expectations is critical. Ability to multi-task in a fast paced environment. Strong listening and problem solving skills. Ability to work independently with minimal supervision and effectively as part of a team. Must adhere to the principles of Extreme Customer Service with all interactions with internal and external customers.

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

Benefits:

Insurance: Health, Life, Dental and Disability, PTO, Paid Holidays, 401K, Flexible Spending Account, Tuition Assistance

Living Dynamic

· We believe that every role matters and that every customer, both internal and external, should feel empowered to be the best that they can be. Dynamic Workforce Solutions is a place where passion meets purpose and results in excellence.

Diversity is at the heart of our business. It is key to our people's passion for serving individuals and communities who seek to build a stronger workforce. We strive to create a work environment that provides all our team members with equal access to information, development and opportunity. Furthermore, our commitment to diversity and inclusion is deeply rooted in the values instilled by our Four Cornerstones and commitment to Extreme Customer Service. We recognize that differences in age, race, gender, nationality, sexual orientation, physical ability, thinking style and background bring richness to our work environments. Such differences help us connect better with the workforce development needs of people we serve in our communities. We believe that attracting, developing and retaining a base of employees that reflects the diversity of our customers is essential to our success