Trainer I

Maximus • Chester, VA

444d

About The Position

The Trainer I position at Maximus is responsible for facilitating classroom training and providing technical expertise for both Medicare and Marketplace programs. This role involves conducting training sessions for Customer Service Representatives, Supervisors, and Support Staff, while also addressing performance issues and ensuring effective learning outcomes. The Trainer I will also provide follow-up coaching and maintain expertise in local business processes and training guidelines.

Requirements

• High School diploma or GED required, bachelor's degree preferred.
• 3 years leadership and/or training experience required.
• Ability to effectively communicate with multiple levels within the organization by phone, in person, or through written correspondence.
• Excellent presentation and public speaking skills.
• Knowledge of CMS or health care preferred.
• Demonstrated success with leadership, problem solving, and organizational skills.
• Flexibility of work schedule.
• Adapts well to frequent change.
• Ability to work collaboratively with a training team and other functional areas.
• Ability to provide constructive coaching and feedback in a training environment.
• High level of initiative and enthusiasm about training and employee development.
• Professional demeanor and attitude.
• PC skills required, including MS Office products.
• Excellent communications skills, with ability to present ideas to management and customers.
• Working knowledge of relevant technologies.

Nice To Haves

• English / Spanish bilingual skills desirable, but not required.

Responsibilities

• Conduct classes for Contact Center Customer Service Representatives for both Medicare and Marketplace.
• Identify performance issues, provide corrective action, and suggest termination for Customer Service Representatives not meeting performance criteria in the training class.
• Conduct Supervisor and Leadership classes for managers, supervisors, and support staff.
• Conduct Support Staff training and Supervisory Learning Labs to ensure Supervisors have knowledge of operational changes.
• Facilitate learning labs and skill-building activities with teams identified as low performers.
• Provide technical expertise and training for alternate channels, such as TTY, Web Chat, Email, and Written Correspondence.
• Provide follow-up coaching about job performance and quality assurance to new employees after training; coach new hires to improve performance and prevent termination.
• Supervise and report on the progress of trainees and personnel during the training period, nesting, and while on the floor.
• Maintain a level of expertise regarding local business processes, corporate initiatives, and training program and Quality Call Monitoring guidelines.
• Take calls and act as roaming Supervisors during All-Hands situations; may be required to act as Supervisors or Quality Specialists during peak performance times.
• Conduct Focus Groups and provide feedback for contact center performance.
• Foster open communication with the supervisory team and develop strong working relationships with all call center personnel.
• Demonstrate success in a training or classroom setting, sensitively dealing with a variety of learning styles.
• Track statistical training measures.
• Attend conference calls and meetings as needed.
• Travel may be required, including start-up and support ramp-up of new contact centers.
• Regular and predictable attendance is required.
• May be required to work hours outside of 8am to 5pm local time to meet training needs.

Benefits

• Competitive salary based on prevailing wage rates for the location.
• Equal employment opportunities for all qualified applicants.
• Support for military service members and veterans in career transitions.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED