Essential Duties and Responsibilities:
- Provide feedback regarding the design, development and distribution of training programs and materials as needed.
- Conduct, plan, and coordinate training to a variety of audiences.
- Coordinate logistics for instruction events, including scheduling classes, reserving classrooms, and preparing workstations.
- Determine resource readiness for courses, including materials, training room, technology, and collection and entry of training data.
- Maintain records of training activities, participant progress, and program effectiveness.
- Provide production floor support and answer questions.
- Facilitate, plan, and coordinate new hire/continuing education/return to work training to a variety of audiences (who have varying levels of experience, knowledge, roles in company, etc.) and ensure consistent and complete understanding of the program while adapting instruction of material to meet the diverse needs of the adult learner. This includes but is not limited to coordinating logistics for instruction events, including scheduling classes, reserving classrooms, and preparing workstations
- Follow all company, program, and department (internal/external) standard operating procedures and deliver training materials/curriculum according to established company, project, program and department guidelines
- Research, answer, and escalate inquiries from contact center personnel to improve knowledge and understanding that aids job performance
- Facilitate focus groups, administer surveys, collect feedback, and assist in evaluating the effectiveness of all training programs/projects
- Maintain records of training activities, participant progress, and program effectiveness. Ensure that all training documentation, records, reports, and data are completed accurately and on time
- Complete all continuing education training as soon as assigned, read/comply with all training updates, update training binder to include errata sheet updates, and escalate all system issues immediately as they are identified
- Attend all Train the Trainer sessions to ensure that training is delivered according to program standards and guidelines
- Activities may include but are not limited to: scheduling and securing training space; classroom step-up; securing training resources; training scheduling; determining resource readiness for course (including materials, training room, technology, and collection and entry of training data); providing production floor support; answering questions; taking consumer calls; conducting peer level observations; conducting training room audits; providing feedback on various topics; supporting new hire CSRs during nesting; administering exams/surveys/certifications; conducting performance management and root-cause/gap analysis; completing and submitting reports accurately/timely; completing all assigned training; studying performance trending; identifying performance gaps; providing training solutions/gap cause to Training Leadership team; and listening to consumer calls to identify trends and coach for improvement
Minimum Requirements
- High School diploma or equivalent required; Bachelor's degree preferred.
- 3 years of leadership and/or training experience required.
- May have additional training or education in area of specialization.
- Bachelor's degree from an accredited college or university, or appropriate combination of education and three (3) to five (5) years of customer service and training experience, required
- At least one (1) year of experience with delivery of classroom training within the last five (5) years required
- At least one (1) year of customer service experience required
- High degree of flexibility and ability to effectively prioritize and complete multiple tasks
- Ability to work independently as well as in a team environment
- Ability to effectively communicate with multiple levels within the organization by phone, in person, or through written correspondence
- Excellent presentation and public speaking skills
- PC proficiency especially focused on Outlook and Microsoft Word, Excel, and PowerPoint
- Good public speaker and at ease moderating large groups
- Skilled in adult learning
- Excellent organizational, interpersonal, written, and verbal communication skills
- Professional demeanor and attitude
- Strong problem-solving skills
- Experience in federal agency health or social services highly preferred
- Ability to work any hours, any days, any shift, off-shift, flex schedule, double shifts, holidays, nights and weekends as necessary to include overtime, key days, priority days, and mandatory days (plan for schedule flexibility)
- Must be a US Citizen
- Ability to pass a Federal Government Clearance
- Ability to work an eight (8) hour shift, 5 days per week anytime between the hours of 6:30AM-2:30AM EST (including weekends)
Please
note: For this position Maximus will provide equipment to use.
Home Office Requirements:
- Internet speed of 25mbps or higher required / 50 Mpbs for shared internet connectivity (you can test this by going to
- Minimum 5mpbs upload speed
- Connectivity to the internet via Category 5 or 6 ethernet patch cable to the home router
- Private and secure work area and adequate power source
- Must currently and permanently reside in the Continental US
- Must have a smartphone which will be required to log into Maximus systems
EEO Statement
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
Pay Transparency
For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.
Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at
applicantaccom@maximus.com.
Minimum Salary
$
20.44
Maximum Salary
$
36.32