Manager - Training

3 weeks ago

Tysons, United States Maximus Services, LLC Full time

**Description & Requirements**

Essential Duties and Responsibilities:

- Manage collaboration with stakeholders to perform needs analysis, develop learning objectives and design deliverables that meet the business needs and organizational quality standards.
- Create and organize training sessions, and deliver instructor led training programs as needed to achieve business outcomes and effective transfer of learning in the workplace.
- Forge relationships with internal and external stakeholders to ensure that both tactical and strategic goals and outcomes are met.
- Develop and implement training programs and materials to ensure business requirements are met for effective operation programs.
- Complete hiring and performance management processes to support a high performing training team.
- Provide confidential coaching/facilitation and work closely with all levels of operation staff to ensure the integrity of the program and provide highly skilled feedback on operations staff performance in scheduled training and informal skills-based coaching.
- Ensure Training Specialists and Operations staff are provided with up-to-date knowledge of project related updates, processes, and procedures.
- Develop a means of measuring the effectiveness of training programs developed or administered through evaluation, testing, and assessment of program outcomes.
- Review, evaluate, and modify existing and proposed programs.
- Develop assessments to measure and assess effectiveness of the curriculum and learner performance in the workplace, integrating results into new and existing course curriculum.
- Maintain a library of training aids.
- Manage collaboration with stakeholders to perform needs analysis, develop learning objectives and design deliverables that meet the business needs and organizational quality standards.
- Create and organize training sessions, and deliver instructor led training programs as needed to achieve business outcomes and effective transfer of learning in the workplace.
- Forge relationships with internal and external stakeholders to ensure that both tactical and strategic goals and outcomes are met.
- Develop and implement training programs and materials to ensure business requirements are met for effective operation programs.
- Complete hiring and performance management processes to support a high performing training team.
- Provide confidential coaching/facilitation and work closely with all levels of operation staff to ensure the integrity of the program and provide highly skilled feedback on operations staff

performance in scheduled training and informal skills-based coaching.
- Ensure Training Specialists and Operations staff are provided with up-to-date knowledge of project related updates, processes, and procedures.
- Develop a means of measuring the effectiveness of training programs developed or administered through evaluation, testing, and assessment of program outcomes.
- Review, evaluate, and modify existing and proposed programs.
- Develop assessments to measure and assess effectiveness of the curriculum and learner performance in the workplace, integrating results into new and existing course curriculum.
- Maintain a library of training aids.

Minimum Requirements

Minimum Requirements:

- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.
- Interface with project leadership to coordinate direction from the client to ensure proper implementation and follow up.
- Maintain updated knowledge of all project programs.
- Provide staff mentoring and coaching on an ongoing basis.
- Direct research activities, including investigations of reporting errors, which occur during the enrollment process, and examination of Enrollee and client problem resolution.
- Review and analyze call center reports and discover root causing issues.
- Attend supervisor meetings and conduct unit meetings.
- Follow up on customer complaints.
- Evaluate staff performance and conduct annual evaluations.
- Ensure compliance with all applicable requirements of the contract, state and federal regulations.
- Assist the Knowledge Management System and Policy and Procedures Specialist with the development and maintenance of policies and procedures and the knowledge management system.
- Work with the Operations Manager to develop performance goals and objectives for all call center staff.
- Assist in the creation and implementation of innovative methodologies to improve customer service and overall operations.
- Obtaining and Maintaining a PIV-I card is a requirement of this position. PIV-I cards must be picked up in person. If applicable, new and existing employees may need to travel via car, train, or plane to a designated location to pick up their new or replacement PIV-I card. Any travel expenses will be paid for by Maximus
- Monitor performance including call quality and systems documentation.
- Assures the proje

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