Generation Charlotte Call Center Program Coordiantor

Job Type

Full Time




North Carolina
United States



Generation is a global program dedicated to closing the skills gap for young adults, which leaves 75 million unemployed and three times as many underemployed around the world. Generation is an independent non-profit organization launched by McKinsey & Co. in 2014, and we work with multiple partners to recruit candidates, design, and deliver a 4-12 week "boot-camp" training program focused on technical, behavioral, and foundational skills, and to track the return on investment for both employers and young people.



The Program Coordinator is a full-time role that will be the primary point of contact for the Generation Call Center program in Charlotte. The primary function of this role is to successfully pilot the program and ensure that the program meets Generation USA target metrics on recruitment, graduation placement, and job retention.

In September 2018, Generation is launching a pilot program in partnership with Goodwill to help our employer partners (including Duke Energy and Wells Fargo) recruit for and train incoming staff for call center positions. The program is expected to train four 20-25 person cohorts over 12 months at the Charlotte Goodwill Opportunity Campus. After a successful pilot, we hope to scale our program in Charlotte.

The Program Coordinator is a leadership role that will report directly to the Generation US Customer Care Program Lead. The Program Coordinator will be the primary point of contact for the Generation Charlotte Call Center program, managing four primary processes: business development, student recruitment and placement, team and classroom management, and data analysis and reporting.

This is a 6-month contract with opportunity to extend/become full-time.


  • Drive successful sustainability of Generation Charlotte by:
  • Developing 6 to 12 month timeline for Generation program, including recruitment, training and transition to employment, in accordance with program specifications and funding limitations
  • Strategically identifying new partnerships and pitching Generation
  • Cultivating long term relationships with program partners throughout Charlotte, including but not limited to employers, funders, and general supporters (e.g., public officials, influential civic leaders)
  • Recruiting program participants using appropriate promotional and marketing methods, such as presentations to community-based organizations, individual student outreach, social media, etc.
  • Tackling operational challenges (e.g., securing site for new programs, identifying transportation solutions for first cohort, etc.)
  • Manage the cohorts assigned to you by the Program Lead:
  • Maintaining regular contact with partners (both existing and potential), providing frequent updates on program status and outcomes
  • Helping to select Generation students in accordance with the recruitment guidelines.
  • Collaborating with national team to evaluate program against agreed upon objectives
  • Lead Generation Charlotte by:
  • Serving as the primary point of contact for Generation instructors and mentors; supporting team in achieving their responsibilities and targets
  • Maintaining a file system with student information and program records; ensure team (instructor and mentor) keeps this information up to date on the Generation Data Tool
  • Ensuring consistent communication with Generation coalition, including drafting weekly coalition update emails and leading bi-weekly calls
  • Acting as liaison to Generation US National team, contributing insights and experiences as we continue improving the Generation model nationally and codify best practices
  • Collaborating with employment partners to establish and execute against timeline for employment for Generation students, including application submission and interviewing events



You have outstanding leadership skills and are energized at the thought of creating something new, leading a team, and making a lasting impact on your community. You have a knack for ‘getting things done’ and don’t mind rolling up your sleeves to get your hands dirty. You’ve considered doing a startup and welcome roles with high levels of ownership.

Specific requirements include, but not limited to:

  • Creative, strategic, and analytical thinker with the ability to manage multiple projects and balance short and long term objectives
  • Outstanding leadership skills that empower the rest of the Generation Charlotte team (i.e., instructor, mentor)
  • Professional demeanor with a presence capable of leading executive meetings
  • Excellent organizational and communication skills
  • A growth mindset; self-reflective and open to frequent feedback from students and program team
  • A positive, solutions-oriented attitude, drive for excellence, and ability to be a team player
  • An entrepreneurial spirit, embracing the opportunity for creativity and hard work inherent in a start-up
  • A strong sense of ownership (takes personal responsibility for meeting objectives) and timeliness
  • Ability to comfortably navigate new technologies (e.g., Generation App, changes to data tool)
  • Data-driven approach in presenting/influencing and informing decisions
  • A passion for working with disadvantaged young adults (ages 18-29), and an interest in leading a community-based coalition across multiple local organizations



  • Candidates must have bachelor’s degree or higher
  • At least 3-5 years of direct supervisory/management experience preferred
  • Managed large-scale programs within a nonprofit


Generation is an equal opportunity employer and actively encourages applications from people of all backgrounds.

“In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.”



Level of Language Proficiency


Professional Level


Minimum Education Required

4-year degree