Talent Engagement Supervisor - WFS in Charlotte, NC at ResCare

Date Posted: 7/9/2018

Job Snapshot

  • Employee Type:
  • Location:
    Charlotte, NC
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description


Title: Talent Engagement Supervisor - WFS

Job Category: Operations Management

Line of Business: Workforce Services

About ResCare

Join us in transforming peoples' lives and their communities! ResCare is a one-of-a-kind human services company offering services for people with intellectual and developmental disabilities, home care for seniors, as well as education, vocational training, and job placement for people of all ages and skill levels. Right now, we have an exciting opportunity for you to join our team as a Talent Engagement Supervisor - WFS.

About this Line of Business

ResCare Workforce Services is the nation's leading and most comprehensive provider of services and solutions designed to help put people to work.  

With more than 400 urban, suburban and rural ResCare-managed operations throughout the nation, ResCare's team of more than 4,500 workforce professionals sets the industry's best practices, assisting approximately 1 million job seekers a year, states and state job boards and thousands of employers.

Within this business, Workforce Services offers a combination of career center operations, Job Corps centers, business services and family support functions, and is the largest for-profit collection of workforce solutions in the U.S.  Through the six elements of our world-class service delivery model, our team of experts have an enhanced ability to connect employers with qualified job seekers.

As a(n) Talent Engagement Supervisor - WFS you will: 

  • The career office supervisor works as a partner with her manager to oversee office staff and to make sure that the office’s activities align with Workforce Solutions mission.
  • The supervisor leads, coaches, mentors and monitors staff to ensure they are properly trained in Workforce Solutions policies and procedures and carry out assigned work
  • The supervisor creates an office environment in which staff are focused on individualized and quality customer service.

Essential Job Responsibilities:

Works with manager to oversee staff and align work with Workforce Solutions Mission

  • Understands and supports Workforce Solutions Mission and Values
  • Clearly communicates to line staff how their work supports and advances Workforce Solutions Mission and Values
  • Manages change by explaining why and how changes are implemented
  • Clearly communicates expectations and priorities to line staff
  • Communicates to the manager on behalf of line staff needed resources, problems in effectively accomplishing the unit’s work, and proposed solutions to problems
  • Coordinates unit’s work with other units in the office  
  • Communicates with Employer Service staff to coordinate a response to employers’ and residents workforce needs
  • Is responsible for meeting office performance goals

Leads, coaches and mentors and monitors staff  

  • Leads by example
  • Properly disseminates and interprets information to staff
  • Delegates and reviews status of on-going work to ensure that staff are meeting expectations and are completing their assigned work on-time
  • Assures timely and accurate data entry
  • Directly supervises and evaluates the performance of line staff reporting to the supervisor
  • Provides line staff regular written performance evaluations and conducts conferences to discuss individual staff strengths, weaknesses, and areas needing improvement.
    • Recorded observations have meaningful, helpful comments that have been shared with staff. 
  • Identifies how individual staff may benefit by coaching and/or mentoring from supervisory or other senior staff members to increase general labor market knowledge and develop competence in applying that knowledge to help Workforce Solutions customers  
  • Recommends appropriate personnel actions including salary increases, improvement plans and termination when necessary. 
  • Recognizes problems in office operations, helps identify the root cause of problems, and suggests and implement solutions

Creates an office environment where staff focus on quality customer service

  • Assures that staff are continually reminded to provide quality customer service 
  • Assures staff understand how Workforce Solutions defines quality customer service
  • Assures staff understand how each one can provide quality customer service 
  • Provides customers the opportunity to complain and uses good judgment to quickly resolve or elevate complaints 
  • Follows up on complaint resolution

Other duties

  • Initiates personal development in preparation for increased responsibilities  
  • Ensures that company and contract policies and procedures are followed
  • May help assure Workforce Solutions facility is safe and that systems work; may arrange for needed repairs. 
  • Manages staff time and leave
  • Participates in hiring decisions

Position Requirements

  • Bachelor’s degree and a minimum of two years experience in the work place, or 
  • 4 years of management experience - 15 semester hours of college credit may be substituted for each 6 months of management experience, or
  • 2 years of experience at Workforce Solutions with good performance reviews and a recommendation from her/his current supervisor. 
  • Receives the National Workforce Institute Level 1 certification (Certified Workforce Professional) within six months of starting work as a Supervisor.
  • Receives the National Workforce Institute Level 2 certification (Certified Workforce Expert – Direct Customer Contact: Job Seeker Services - Management) within two years of starting work as a Supervisor.

Knowledge and Abilities

  • Knowledge and understanding of the labor market and jobs
  • Able to identify and solve problems
  • Able to generate, interpret and analyze reports 
  • Proficient in Microsoft Windows and Office; familiar with and able to use computers; able to learn new software
  • Ability to work well in teams and independently;  Able to work with resident customers and other staff (flexible, congenial and adaptable)
  • Ability to communicate orally and in writing at a professional level 
  • Flexible and creative in the use of resources to meet changing customer demands
  • Self-motivated and self-directed
  • Results-oriented

Additional Information


ResCare offers a comprehensive benefits package to full-time employees including medical, dental, vision, paid time off, disability, life, and tuition reimbursement. All employees age 21 and older are eligible to participate in the 401(k) retirement savings plan.

ResCare is an Equal Opportunity Employer. ResCare does not discriminate against any person on the basis of gender, race, color, national origin, religion, disability, age, veteran status, gender identity or sexual orientation in admission, treatment, or participation in its programs, services and activities, or in employment, or on the basis of gender in its health programs and activities.