Limited Service Trainer I

Limited Service Trainer I

Maximus is currently looking for a limited service onsite Trainer I at the Phoenix, AZ location. This position is responsible for facilitating classroom training and providing technical expertise for both Medicare and Marketplace.

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.

This role requires the flexibility to work both morning and evening shifts according to business needs. This is a limited service position created to accommodate a specific business need. This Limited-Service hire will be a Maximus employee who will receive full benefits, but for a limited period of time that does not have a defined end date. There may be a possibility to become a regular full-time hire based on business need and individual performance.

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

Minimum Salary: $26.08

Maximum Salary: $26.08