Assistant Director Date Posted: Sep 25, 2024 Requisition ID: 450083 Location: Indianapolis, IN, US, 46204 Work for Indiana Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a diverse range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana. At the State of Indiana, we don’t just talk about diversity and inclusion—we make it our goal to create a welcoming, accessible, and equitable workplace with a workforce that is representative of Indiana's population. As a proud equal opportunity employer, reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. About the Indiana Department of Workforce Development (DWD): We strengthen Indiana by understanding workforce needs, aligning resources, and providing access to services that empower Hoosiers to thrive in a changing economy. Role Overview: This position is responsible for: + Reviewing and evaluating organizational effectiveness, goal determination, and strategic planning for the contact center and making recommendations for improvement. + Assisting the Director with developing and coordinating plans and policies, resources, aligning with the mission, vision, values and goals of the agency. + Providing guidance to staff, and facilitating change management. + Supervising subordinate personnel including hiring, determining workload, assigning and authorizing assignments, training, monitoring, and evaluating performance, holding crucial conversations, and initiating corrective action as necessary. + Recruiting, selecting, onboarding, and assisting with the training schedule as well as facilitating career pathing for direct reports. Salary Statement: The salary for this position traditionally starts at $75,010.00 but may be commensurate with education or work experience. A Day in the Life: + Review and evaluate organizational effectiveness, goal determination, and strategic planning for contact center and makes recommendations for improvement. + Assist the Director with developing and coordinating plans and policies, resources, aligning with the mission, vision, values and goals of the agency + Provide guidance to staff, and facilitate change management + Supervise subordinate personnel including hiring, determining workload, assigning and authorizing assignments, training, monitoring, and evaluating performance, holding crucial conversations and initiating corrective action as necessary + Recruit, select, onboard and assist with training schedule as well as facilitate career pathing for direct reports + Knowledge of contact center functions and programs, federal programs such as FMLA guidelines preferred + Some essential functions of this role may be performed onsite at the agency’s worksite or other assigned worksites while some functions may be eligible for work from home authorization in accordance with policy. Remote work authorization is dependent upon operation needs and agency approval. The Job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time. This position is exempt from overtime compensation and additional work hours may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave to receive their base biweekly salary. Competencies: + Managing Contact Center KPI and Supervisory staff relative to a contact center + Outstanding interpersonal skills with the ability to build relationships, establish credibility, and influence leaders at all levels + Ability to develop and measure program outcomes + Ability to identify problems, determine accuracy and relevance of information, and use sound judgement to generate and evaluate alternatives + Setting and implementing strategic visions + Driving for results + Ability to assign work, set clear direction, and manage workflow + Change Management + Ability to effectively provide feedback, guidance, or corrective action to coach and develop employee skillsets + Contact center Operational Knowledge strongly preferred Supervisory Responsibilities/Direct Reports: This role may provide direct supervision for one or more staff members. Responsibility: The Assistant Director works independently following executive orders, statutes, rules, regulations, and accepted guidelines. The Assistant Director can make recommendations for changes to existing programs which usually will influence agency operations. The Assistant Director possesses sufficient technical knowledge and authority for the work. Decisions and major recommendations are reviewed for compliance with agency policy and attainment of goals. The Assistant Director makes a major contribution in the development and implementation of significant programs. The consequence of errors is considerable, basically directed toward adverse effects on the agency and programs. Benefits of Employment with the State of Indiana: The State of Indiana offers a comprehensive benefit package for full-time employees which includes: + Three (3) medical plan options (including RX coverage) as well as vision and dental plans + Wellness Rewards Program: Complete wellness activities to earn gift card rewards + Health savings account, which includes bi-weekly state contribution + Flexible work scheduling options, including the potential for hybrid remote work for employees whose work may be performed outside state facilities + Deferred compensation 457B account (similar to 401k plan) with employer match + Two (2) fully-funded pension plan options + A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to: + 150 hours of paid new parent leave + Up to 15 hours of paid community service leave + Combined 180 hours of paid vacation, personal, and sick leave time off + 12 paid holidays, 14 on election years + Education Reimbursement Program + Group life insurance + Referral Bonus program + Employee assistance program that allows for covered behavioral health visits + Qualified employer for the Public Service Loan Forgiveness Program + Free Parking for most positions + Free LinkedIn Learning access Equal Employment Opportunity: The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Our policy is to provide equal employment opportunity to all people in all aspects of employer-employee relations without discrimination because of race, color, creed, religion, sex, national origin, ancestry, age, sexual orientation, gender identity, physical or mental disability, or veteran status. We will comply with the spirit as well as the letter of all applicable state and federal laws. If you are a qualified individual with a disability and require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at [email protected] . The State of Indiana has established a culture that welcomes equity, inclusion, and opportunity for all employees and applicants. We encourage you to apply if you feel you have the transferrable skills to be successful in this position and we look forward to reviewing your application. Current Employee? 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