Trainer I

Description & Requirements

Maximus is currently looking for a 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.

The 6 month time in position rule can be waived for CCO employees under the following circumstances: employees who were in an acting role and have returned to their home base position, employees who are currently in an acting/limited-service role applying to the same role that is RFT, employees who were unable to return to a homebase position at the end of their acting role, or limited-service employees that are unable to secure a lateral or promotional position for continued employment at the end of their limited assignment.

Minimum Requirements

- High School diploma or GED required, bachelor's degree preferred.
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