Deputy Director of Training (DFML)

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Company: HCH Enterprises, LLC
Location: Waltham, MA

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HCH is seeking a Deputy Director of Training to support our client with the implementation of the new Paid Family and Medical Leave (PFML) program within the state of Massachusetts, administered by Department of Family and Medical Leave (DFML). The program will provide temporary income replacement to eligible workers who are welcoming a new child into their family, are struck by a serious illness or injury, need to take care of an ill or ailing relative, and for certain military considerations. In order to support PFML benefits administration, DFML (the Department) will implement a new technology system and a companion contact center that has the ability to scale up or down in response to claims and call volumes. The program is expected to commence on January 1, 2020.

The Deputy Director of Training will be directly responsible for development of contact center staff. This individual, in partnership with state of Massachusetts (Commonwealth), will develop, deliver, and update training materials to ensure a continuously improving customer experience. This individual will implement the strategic vision and process improvements as determined by the Department required for delivering a world class experience for the constituents of the state of Massachusetts.

Overall Responsibilities:

This position is responsible for oversight, including all aspects of its day to day work, of contact center training program(s) to support the Commonwealth’s PFML program.

Duties include but not limited to:

  • Administer and oversee the effective day-to-day operations of the Contact Center training including, but not limited to, scheduling classes and programs, advertising training opportunities, registering students, preparing training materials, tracking attendance, monitoring and reporting of program compliance, and processing all fiscal transactions.
  • Research trends and emerging compliance needs to plan for future training programs.
  • Promote a positive customer service and professional atmosphere for staff and all internal and external stakeholders.
  • Assess training needs/design and introduce new programming as needs are identified
  • Deliver and facilitate formal and informal workshops and learning experiences for large and small group presentation.
  • Present information using a variety of instructional techniques or formats, such as role playing, simulations, team exercises, group discussions, videos, or lectures.
  • Champion learning communities by partnering with DFML trainers in researching, identifying and implementing technology-based solutions (automated program registration, streamlined tracking and compliance reporting, using of remote learning such as WebEx and other innovative solutions).
  • Oversee the timely and accurate input of training information into DFML’s Learning Management System as well as quarterly compliance related reports
  • Lead in event planning to oversee and support DFML events such as program orientations, workshops and graduations
  • Manage all aspects of the DFML’s operating budget and ensure that Commonwealth fiscal protocols are followed as prescribed. This includes processing of encumbrances and invoices
  • Serve on work groups regarding a variety of human resources, training and employee retention committees, activities and teams to continuously improve process and service delivery
  • Advise the Director on implementation and other strategies; represent the Director for all program, planning and training needs with the agencies of health and human services

Qualifications:

  • Bachelor degree, or 4 years of related contact center management and training experience
  • Extensive customer service, call center operations experience
  • Prior experience in an adult education or employee professional development setting with significant management and supervisory experience including: curriculum development and instructional design, content specialists and external vendors, and concept/program development
  • Strong project leadership, organization, and integration skills with the ability to design and execute successful training programs; Proven work experience as a training program manager
  • Solid interpersonal and relationship building skills to initiate and develop productive working partnerships with key stakeholders, management and leadership enterprise-wide
  • Excellent oral and written communication, presentation, and multi-tasking skills
  • Capacity to facilitate communication between diverse groups; effectively identify, assess and facilitate improvements and resolutions and present recommendations to all levels of leadership
  • Ability to work independently as well as in a collaborative and team environment and a big picture thinker with ability to focus at smallest detail level
  • Familiarity with traditional and modern training methods: mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, and simulations
  • Ability to serve as the lead for technology related solutions
  • High level of self-motivation/accountability, bringing enthusiasm and energy to team and tasks
  • Familiarity with Paid Family and Medical Leave (PFML) program(s)

* Proficiency in the Microsoft Office Suite, including advanced skills in Word, Excel, and PowerPoint

Company Overview:

HCH Enterprises, LLC (HCH) is an IT Consulting, Engineering and Technical Services Company. Founded in 1986 HCH was incorporated in Rhode Island in 2001. Our mission is to develop and deliver high-value, creative and competitive solutions and services to our government and commercial clients. HCH specializes in: Business Analysis; Project/Program Management; Enterprise Architecture; Network Infrastructure Support; System Security; Software and Database Services; and COOP and Disaster Recovery. Our project teams have been providing direct and ongoing technical services and management support in healthcare and healthcare transformation efforts. We are committed to helping our client deliver quality healthcare services to the people they serve.

Job Type: Full-time

Job Types: Full-time, Contract

Experience:

  • employee professional development/Training: 4 years (Required)
  • Customer Service: 4 years (Required)
  • of Call Center Management: 4 years (Required)
  • Paid Family and Medical Leave (PFML) program: 4 years (Required)
  • Call Center Operations: 4 years (Required)

Education:

  • Bachelor’s (Required)

Location:

  • Waltham, MA (Required)

Work authorization:

  • United States (Required)

Contract Renewal:

  • Likely

Full Time Opportunity:

  • Yes

Work Location:

  • One location

Benefits:

  • Health insurance
  • Dental insurance
  • Vision insurance
  • Retirement plan
  • Paid time off
  • Parental leave
  • Professional development assistance

Schedule:

  • Monday to Friday