Job Title: RESEA Lead Reports to: Business Services Manager Position Classification: Exempt Office Location: Tyler, TX Primary Objectives of Position: Provides ongoing leadership, coaching and technical expertise to the Business Services Liaisons (BSL) that are providing integrated workforce planning services to career center customers in the RESEA program. Provides assistance to Business Manager in operational aspects including overseeing outreach; reviewing and maximizing programmatic services compliance; monitoring BSL performance and show rates, and establishment/oversight of WIOA DW Enrollments. Responsibilities include oversight of all RESEA staff on assigned work team. Essential Job Functions: · Perform RESEA frontline functions as necessary to assist with backfilling open positions or outreach spikes · Provide coaching to RESEA staff to assist with meeting performance and quality · Assist (hands-on and technical) staff to address needs and resolve issues · Problem-solve difficult situations on behalf of customers and staff utilizing Extreme Customer Service · Work with Business Manager to ensure coverage of all needed functions · Participate in TWC and Board training sessions/meetings to identify service delivery shifts requested · Identify and address needs for staff · Work with management and QPT staff to evaluate ongoing quality results and opportunities for continuous improvement · Perform internal audits to assure staff compliance · Coordinate activities of RESEA staff to ensure needs are being met or exceeded · Participate regularly in work groups and committees that meet to evaluate customer needs, improve services, and implement new strategies. · Establish, implement, and maintain procedures as needed to ensure current RESEA compliance · Utilize Extreme Customer Service behaviors with all interactions with internal and external 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