Limited Service Trainer I
Job Locations US-FL-Riverview
Requisition ID 2021-62766
Posted Date 11 hours ago (5/5/2021 8:43 AM) # of Openings 19 Job Function Operations Job Schedule Limited Service Full-Time Rate USD $21.42/Hr.
Maximus is currently looking for a Acting Trainer I at the Riverview, FL location. The position is responsible for facilitating classroom training and providing technical expertise for both Medicare and Marketplace.
Job Summary
Essential Duties and 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 that have been identified as low performers.
- Provide technical expertise and training for the 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 progress of trainees and personnel during training period, nesting and while on the floor.
- Maintain a level of expertise regarding local business processes, corporate initiatives, and have a thorough understanding of 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 supervisory team and actively strive to 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. - May be required to work certain holidays as specified in the CMS task order.
- 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.
Minimum Requirements:
- Bachelor's degree or appropriate combination of education and 2-5 years customer service, leadership, and 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.
- English / Spanish bilingual skills desirable, but not required.
Education and Experience Requirements
• Prior experience in a CCO Trainer position preferred
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. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 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. For more information, visit https://www.maximus.com.
EEO Statement: 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.
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