Job Description :
Training Project Lead /F2F/ Locals
7 months
Quincy MA
Job Description:
The ideal candidate will cover the role of Instructional Designer/Trainer/Performance and PM leader dedicated to the Contact Center and MRB business units. The role will address the needs of the Contact Center reengineering transformation, RMV performance management initiatives while also building out and delivering the (role-base) training curriculum for the Contact Center and MRB business units. The curriculum and newly established training approach will be integrated into a new operating model of engagement for training between Training group and the business units.
Key deliverables of the role:
1. Train staff based on the business and ATLAS transformation role changes implemented across the Contact Center and business groups
2. Train staff on changes to Contact Center and business processes/work flows
3. Train all ACD groups to integrate and align with Contact Center as a Service (CCaaS) vision, strategy, protocols, best practices and agile demand management processes
4. Train a significant influx of new hires to augment the existing workforce
5. Train all staff on the value of measuring performance, customer experience and understanding the performance measurements that will be displayed throughout the business units
6. Train managers/leaders to improve accountability, leadership practices and performance
7. Customer service training
8. Assist with extracting data, performance analysis, generating reports and lead project management initiatives
A critical requirement to being successful in this role will involve working on cross-functional teams with IT and the business, interfacing with the Operations/Leadership staff, IT, business groups and vendors.
Skills:
Over 10 years of combined experience across business support focusing on training and performance management
Bachelors/Masters (or equivalent experience) across multi disciplines
Expert knowledge of contact center operations
Solid understanding of signal processing, pattern recognition, and statistics
Creative thinker and goal-oriented, practical problem solver
Experience using reporting, data mining and business intelligence (BI) tools
Contact center expertise using Automatic Call Distribution (ACD), Avaya telephone system technology, Cloud based IVR, Voice and Data Networks
Organized, possessing project management skills, and strong follow-up skills
Must be able to work in cross functional team environments, possess good interpersonal skills while being able to work independently
Self-starter, with the ability to "think outside the box", applying knowledge and experience to ambiguous situations which may require flexibility in decision making to resolve impediments
Strong and effective communication (written and oral) with all levels of the organization
Support the translation of business requirements into CRM solutions
Extensive experience with systems commonly found in professional environments including Microsoft office suite and document management systems
Project Manager /F2F/ Locals
7 months
Boston MA
Job Description:
Work as a critical part of the Digital Services - Data team helping them to deliver high-quality analytics solutions to clients. As Project Manager - Data you will be responsible for managing projects through their lifecycle from scoping to development to delivery. The range of projects could encompass any of the data team products such as consulting for predictive modeling and algorithms, dashboards, open data and other web applications. Your role will be to work with the team and our customers to manage expectations and build/manage work plans in order to deliver on the promise of data.
The Digital Services team is a vital piece of the Massachusetts Executive Office of Technology Services and Security secretariat. Our mission is to use the best technology and information to make every interaction with the government of Massachusetts simpler, faster, more meaningful, and wicked awesome.
We take an agile, human-centered approach to developing great public services, and the products and services that we work on have the potential to touch the lives of thousands of people in Massachusetts.
Skills:
Excellent written and verbal communication skills
Understanding of the business value of data, analytics, visualization, open data, dashboarding, and data science
Ability to manage to deliverable deadlines
Familiarity with agile and other project management methodologies
Comfort working with internal clients in a consulting role
Background in product management or consulting helpful
Rigorous and detail oriented approach to breaking up work into achievable atomic parts
Able to identify and document project risks and needs
Managing project scope and change control and escalating issues where necessary
Practical experience with version control and code repositories such as Github
Responsible for regular project status reports to key stakeholders
Comfortable leading a diverse cross-functional team of data scientists, designers, and engineers
Ability to accurately judge level of effort for scoped work
Professional demeanor yet passionate about data put to use in service of constituents