Limited Service Training Coordinator

Description & Requirements

Maximus is currently looking for a Limited Service Training Coordinator to work in a remote capacity within 100 miles of a Maximus CCO site.

This position is responsible for data entry and maintaining records of training activities, participant progress, and program effectiveness.

Essential Duties and Responsibilities:
- Practice Maximus values and act as a role model
- Oversee as assigned by their supervisor administrative functions of team operations and support Customer Service Representatives to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals
- Perform monitoring tasks to assure service level requirements and adherence goals (such as real-time adherence (RTA), attendance (Empower) and average handle time (AHT) are met
- Must be able to respond professionally to difficult or tense calls/situations which may arise out of daily duties
- Assume administrative responsibility for department tasks and contact center activities as required
- Review and report on daily and weekly basis, Customer Service Representative compliance to eTS policies
- Understand the Customer Service Representative Monthly Balanced Scorecard Metrics and performance scales
- Attend calibration sessions for the purpose of keeping current on quality changes
- Monitor and report on compliance for training as required under department guidelines including essential job training (EJT), Desk to Desk (D2D), CUP, initiatives, and up training
- Support contact center expectations as well as departmental and corporate policies and procedures
- Log in to queues and take calls as required by SWP's Staffing Contingency Level process
- Communicate pertinent program updates in a timely manner
- Maintain department records
- Participate in Shift Bid Process
- Perform other duties as assigned
- Ensure full adherence to COR requirements

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 equivalent required, Bachelor's degree or equivalent preferred
- One (1) year customer service/call center experience required
- Two years of progressively responsible work experience in customer service/call center experience is preferred
- Experience with, or knowledge of, the healthcare and health insurance industry preferred
- Ability to interact with all levels of management
- Ability to speak and communicate effectively in English, both verbally and in writing
- Uses good judgment, ability to make independent decisions and proactively problem solve, as required
- Must be able to demonstrate content knowledge, navigation skills of various computer sys...