Description & Requirements

MAXIMUS is currently looking for a Trainer to join our 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. This position is highly visible to the client, The Centers for Disease Control and Prevention. 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.

This is a temporary position

Must be available to work weekends and holidays as needed. The hours of operation are Monday - Friday 8:00 AM - 8:00 PM EST

Essential Duties and Responsibilities:

- Support the design, development, and distribution of training programs and materials.
- 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.
- 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

- 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 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.
- 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).

This position requires you to use your own device - personal computer or laptop. No Tablets, iPads, and Chromebooks are permitted.

Home Office Requirements:

- Must provide your own device/equipment: Computer or Laptop required.

- Windows or Mac (Tablets, iPads, and Chromebooks are not permitted.)

- OS for Windows - Windows 10 or Windows 11

- OS for Mac - Big Sur (11.0.1+); Catalina (10.15); Monterey (12.3)

- Head set with microphone and monitor required.

- Hardwired internet (ethernet) connection.

- Required Internet speeds - Minimum download 25mbps or higher and minimum upload speed 10mbps or higher (you can test this by going to [1] www.speedtest.net).

- Private work area and adequate power source.

- Video calls may be requested on occasion. Proper background and attire is required.

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 applicantaccommodations@maximus.com .

Minimum Salary

$20.01

Maximum Salary

$36.32

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.