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Maximus is seeking experienced Trainers to support a variety of contact center environments. Ideal candidates will have a strong background in delivering virtual training sessions using Microsoft Teams and be comfortable adapting to different operational needs. In this role, Trainers will help ensure agents are fully prepared to take calls and provide exceptional customer support.

This position provides training to a variety of audiences with varying levels of experience, knowledge, and roles within a contact center. This position is responsible for delivering new hire training/continuing education/return to work training to all staff members at all levels of the project, administering post-training course exams and surveys, and reporting and tracking of all associated training activities.

*Position is contingent upon contract award*

This is a fully remote role.

.Must have the ability to pass a federal background check

Equipment will be provided but must meet the remote position requirement provided below.

Home Office Requirements:

- Internet speed of 25mbps or higher required / 50 Mpbs for shared internet connectivity (you can test this by going to www.speedtest.net)

- 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

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.

- Collaborate with subject matter experts to ensure training content is accurate, relevant, and aligned with operational goals.

- Adapt training delivery methods to meet the needs of diverse learners, including bilingual participants.

- Monitor learner performance and provide feedback to the Training Supervisor as needed.

- Serve as a subject matter expert for assigned customer agencies.

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)"

- Experience conducting virtual training sessions using Microsoft Teams preferred.

- Strong communication and facilitation skills, with the ability to engage remote learners effectively.

- Experience supporting training in contact center environments, including customer service, technical support, or specialized programs.

- Ability to manage multiple training sessions and priorities in a fast-paced environment.

- Must have the ability to pass a federal background check.

- Must be a U.S. Citizen

This is a fully remote role.

*Position is cont...

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