Maximus is currently looking for a Call Center Trainer to join our CDC-Info team. The Trainer is responsible for delivering contact center training within the project. The Trainer must demonstrate a high level of content knowledge, understanding of adult learning principles and have experience with classroom management. Additionally, the Trainer will support program goals and initiatives for performance improvement, innovation and efficient organizational processes by identifying performance gaps, causes of the performance gaps and by providing suggested solutions to the Training Lead. To prepare you for this role, Maximus provides paid, comprehensive training which ensures our customer service representatives care for each caller with the highest levels of knowledge and professionalism.

JOB DESCRIPTION SUMMARY

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Deliver training content with the following goals in mind: deliver complete and understandable systems training, provide sufficient practice time, ensure integrity and completeness of information and provide required job aids to gain full program knowledge
• Facilitate new hire and update training to ensure delivery of training is consistent and meets the needs of the program while maintaining control of classroom environment and addressing trainee behavior
• Coordinate and administer practical examinations for new hire training classes to include tracking and documenting results and feedback provided
• Partner with contact center Supervisors, Managers, Training Lead and QA team to drive performance and quality of service
• Provide recommendations for graduation and/or termination from new hire training
• Plan and coordinate internal training logistics and activities
• Track virtual classroom activities
• Maintain records of attendance, test results, performance issues in the classroom and in nesting, quality monitor scores and feedback in nesting. Make recommendations as appropriate
• Administer up-training sessions as needed
• Communicate training class progress to Training Lead as appropriate
• Actively strive to develop strong working relationships with all contact center personnel
• Lead activities to ensure smooth operations of the training process
• Work hours on-site that support operational and training needs
• Occasional travel to other sites may be required

MINIMUM REQUIREMENTS:

• Bachelor's degree or appropriate combination of education and two (2) to five (5) years of customer service, leadership, and training experience required
• Two (2) years of progressively responsible production/call center experience preferred.
• U.S. Citizenship required
• Experience with delivery of classroom training or other formal presentations, experience with online (virtual classroom) delivery desired
• High level of initiative and enthusiasm about training and employee development
• Ability to effectively communicate with multiple levels within the organization by phone, in person, or through written correspondence
• Professional demeanor and attitude
• Project management, leadership, problem solving and organizational skills desired
• Facilitation, presentation and public speaking skills
• Adapts well to frequent change
• Ability to work independently
• PC Proficiency, especially MS products (Word, Excel, Project, PowerPoint, & Access)

HOME OFFICE REQUIREMENTS:

• Access to wired internet connection/ethernet
• Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net)
• Private work area and adequate power source
• Personal computer & headset with microphone

(CDC Covid19)

MAXIMUS INTRODUCTION

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People®, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. With approximately 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. Launch your career with Maximus through one of our dynamic customer service centers.

Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. MAXIMUS is an Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

PAY AND BENEFITS:

• Great pay, based on the county in which you live
• The opportunity to work from the comfort of your home
• Leadership support to ensure success in a meaningful career
• Many opportunities for promotion and career advancement into a global company

As a leading strategic partner to governments across the globe, Maximus helps improve the delivery of public services amid complex technology, health, economic, environmental, and social challenges. With a deep understanding of program service delivery, acute insights that achieve operational excellence, and an extensive awareness of the needs of the people being served, our employees advance the critical missions of our partners. Maximus delivers innovative business process management, impactful consulting services, and technology solutions that provide improved outcomes for the public and higher levels of productivity and efficiency of government-sponsored programs.