MAXIMUS

Call Center Trainer (Remote near Miami, FL)

Job Locations US-FL-Miami
Requisition ID 2022-79013
Posted Date
2 months ago(8/5/2022 1:58 PM)
# of Openings
10
Job Function
Call Center Operations
Job Schedule
Limited Service Full-Time

Job Introduction

Maximus is currently looking to build a pipeline of candidates for upcoming work. This remote Call Center Trainer (CCT) position will be responsible for delivering contact center training within the FEMA project, which is the Federal Emergency Management Agency. 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, employees will be provided with paid, comprehensive training.

 

*This position is a remote - work at home, Trainer position. However, you must be able to physically pick up your equipment at our Miami, FL office location.

Education and Experience Requirements

Essential Duties & Responsibilities:

  • Facilitate, plan, and coordinate new hire/continuing education/return to work training to a variety of audiences (who have varying levels of experience, knowledge, roles in company, etc.) and ensure consistent and complete understanding of the program while adapting instruction of material to meet the diverse needs of the adult learner. This includes but is not limited to coordinating logistics for instruction events, including scheduling classes, reserving classrooms, and preparing workstations
  • Follow all company, program, and department (internal/external) standard operating procedures and deliver training materials/curriculum according to established company, project, program and department guidelines
  • Research, answer, and escalate inquiries from contact center personnel to improve knowledge and understanding that aids job performance
  • Facilitate focus groups, administer surveys, collect feedback, and assist in evaluating the effectiveness of all training programs/projects
  • Maintain records of training activities, participant progress, and program effectiveness. Ensure that all training documentation, records, reports, and data are completed accurately and on time
  • Complete all continuing education training as soon as assigned, read/comply with all training updates, update training binder to include errata sheet updates, and escalate all system issues immediately as they are identified
  • Attend all Train the Trainer sessions to ensure that training is delivered according to program standards and guidelines
  • Activities may include but are not limited to: scheduling and securing training space; classroom step-up; securing training resources; training scheduling; determining resource readiness for course (including materials, training room, technology, and collection and entry of training data); providing production floor support; answering questions; taking consumer calls; conducting peer level observations; conducting training room audits; providing feedback on various topics; supporting new hire CSRs during nesting; administering exams/surveys/certifications; conducting performance management and root-cause/gap analysis; completing and submitting reports accurately/timely; completing all assigned training; studying performance trending; identifying performance gaps; providing training solutions/gap cause to Training Leadership team; and listening to consumer calls to identify trends and coach for improvement

 

Minimum Requirements:

 

  • Bachelor's degree from an accredited college or university, or appropriate combination of education and three (3) to five (5) years of customer service and training experience, required
  • At least one (1) year of experience with delivery of classroom training within the last five (5) years required
  • At least one (1) year of customer service experience required
  • High degree of flexibility and ability to effectively prioritize and complete multiple tasks
  • Ability to work independently as well as in a team environment
  • Ability to effectively communicate with multiple levels within the organization by phone, in person, or through written correspondence
  • Excellent presentation and public speaking skills
  • PC proficiency especially focused on Outlook and Microsoft Word, Excel, and PowerPoint
  • Good public speaker and at ease moderating large groups
  • Skilled in adult learning
  • Excellent organizational, interpersonal, written, and verbal communication skills
  • Professional demeanor and attitude
  • Strong problem-solving skills
  • Experience in federal agency health or social services highly preferred
  • Open availability required, including; days, nights, off-shift, flex schedule, double shifts, holidays, and weekends as necessary to include overtime, key days, priority days, and mandatory days (plan for schedule flexibility)

 

Home Office Requirements:

  • Hardwired internet (ethernet) connection
  • Internet download speed of 25mbps single user/50mbps shared and 5mbps (10 preferred) upload or higher required (you can test this by going to www.speedtest.net)
  • Private work area and adequate power source
  • Video calls may be requested on occasion. Proper background and attire is required
  • All equipment will be provided by Maximus (laptop and headset) but must be picked up in our physical office located in Miami, FL, prior to your start date

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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. 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.

As a large employer and Federal contractor, Maximus is subject to various vaccine mandates across our lines of business. Maximus is committed to complying with any applicable vaccine mandates. The specific vaccine requirements for this position will be outlined throughout the selection process. Individuals who believe they may qualify for a medical or religious accommodation will have the opportunity to apply for an accommodation following an offer of employment.

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 are 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 Transparency

The typical salary range of candidates hired is based on the local market. Compensation shall be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation.

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