Trainer I (Remote) – FEMA -USA-Job-ID-1188

Description

– 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 virtual training sessions.

Securing training resources; training scheduling; determining resource readiness for course (including materials, Zoom sessions/links, technology, and collection and entry of training data); providing production 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

Education: 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.

Minimum Requirements: – At least one (1) year of experience with delivery of virtual 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

– Per Client Requirement must be a U.S. Citizen

Minimum Requirements:

– High School diploma or equivalent required; Bachelor’s degree preferred.
– 3 years of leadership and/or training experience required.
– May have additional training or education in area of specialization.

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.