Assistant Manager - Ottawa County Service Center

Job Summary

The Assistant Manager position, in coordination with the Talent Solutions Manager and/or Talent Solutions Director, provides supervision and training to the ACSET Team and is responsible for monitoring the effective delivery of Michigan Works! programs, services and project outcomes in support of the employer demand driven system.

Responsibilities

• Provide training and assistance to staff regarding proper customer service.
• Monitor and report staff performance and effectiveness, including customer service to the appropriate departmental manager.
• Understand and demonstrate a proficient use of Pure Michigan Talent Connect website, including troubleshooting, problem solving and customer assistance.
• Maintain data and reports for weekly, monthly and quarterly performance requirements.
• Provide training, support and clarification of Michigan Works! regulations, policy and required file documentation to staff members.
• Coordinate with and support the Talent Solutions, Business Solutions or Talent Development teams as needed.
• Proficient and demonstrated understanding of One Stop Management Information System (OSMIS).
• Proficient and demonstrated understanding of all Michigan Works! program requirements.
• Carry out responsibilities in accordance with the organization’s policies and applicable laws.
• Establish and maintain professional and effective working relationships with other ACSET Staff.
• Attend professional development activities, trainings, and seminars.
• Provide oversight of daily operations and address front line issues and concerns.
• Actively participate in continuous quality improvement processes.
• Perform other duties as assigned.

Qualifications

• Knowledge typically acquired through a Bachelor’s Degree in Social Services, Public Administration, or related field.
• Two to four years of leadership experience in business or workforce administration or an equivalent combination of training and experience.
• Computer skills necessary to effectively communicate in both oral and written forms with community organizations and agencies.
• Ability to read, understand, and monitor program expenditures.
• Ability to apply analytical skills in identifying operational problems and offer potential solutions.
• Ability to interpret, explain and apply principles of public and private agency administrative support.
• Interpersonal skills necessary to effectively communicate in both oral and written form with community organizations and agencies with prior experience in public speaking.
• Work history with demonstrated success in taking initiative, follow through, professionalism, problem solving and teamwork.
• Ability to diffuse and assist with customer complaints.
• Strong leadership skills and experience in management, supervision and program development.
• Commitment to providing patient, friendly, participant-centered services.
• Communication and organizational skills that contribute to a quality work environment and the ability to work as a team.
• Ability to handle pressures related to meeting deadlines and to frequently work on projects requiring concentration and attention to detail.
• Knowledge and experience of proper phone etiquette.
• Ability to speak a language other than English is desirable.
• Physical ability to sit in one position for extended periods of time.
• Knowledge of relevant human service programs and policies, resources and procedures.

Working Conditions

Normal office environment with little discomfort due to noise, dirt, dust and the like. Local or statewide travel may occasionally be required.