Trainer I

**Description & Requirements**
MAXIMUS is currently looking for a Trainer (remote/virtual) to join our team. The Trainer must demonstrate a high level of content knowledge and have experience with classroom management. Additionally, the Trainer will support program goals and initiatives for performance improvement

Essential Duties and Responsibilities:

- Support the design, development, and distribution of training programs and materials.
- Conduct, plan, and coordinate training to a variety of audiences.
- Coordinate logistics for instruction events, including scheduling classes, reserving classrooms, and preparing workstations.
- Determine resource readiness for courses, including materials, training room, technology, and collection and entry of training data.
- Maintain records of training activities, participant progress, and program effectiveness.
- Provide production floor support and answer questions.
- Deliver training content with the following goals in mind: deliver complete and understandable systems training, provide sufficient practice time, ensure integrity and completeness of information and provide required job aids to gain full program knowledge
- Facilitate new hire and update training to ensure delivery of training is consistent and meets the needs of the program while maintaining control of classroom environment and addressing trainee behavior
- Coordinate and administer practical examinations for new hire training classes to include tracking and documenting results and feedback provided
- Partner with contact center Supervisors, Managers, Training Lead and QA team to drive performance and quality of service
- Provide recommendations for graduation and/or termination from new hire training
- Plan and coordinate internal training logistics and activities
- Track virtual classroom activities
- Maintain records of attendance, test results, performance issues in the classroom and in nesting, quality monitor scores and feedback in nesting. Make recommendations as appropriate
- Administer up-training sessions as needed
- Communicate training class progress to Training Lead as appropriate
- Actively strive to develop strong working relationships with all contact center personnel
- Lead activities to ensure smooth operations of the training process
- Work hours on-site that support operational and training needs
- Occasional travel to other sites may be require

Essential Duties and Responsibilities:

- Support the design, development, and distribution of training programs and materials.
- Conduct, plan, and coordinate training to a variety of audiences.
- Coordinate logistics for instruction events, including scheduling classes, reserving classrooms, and preparing workstations.
- Determine resource readiness for courses, including materials, training room, technology, and collection and entry of training data.
- Maintain records of training activities, participant progress, and program effectiveness.
- Provide production floor support and answer questions.

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.
- Bachelor's degree or appropriate combination of education and two (2) to five (5) years of customer service, leadership, and training experience required
- Two (2) years of progressively responsible production/call center experience preferred.
- Experience with delivery of classroom training or other formal presentations, experience with online (virtual classroom) delivery desired
- High level of initiative and enthusiasm about training and employee development
- Ability to effectively communicate with multiple levels within the organization by phone, in person, or through written correspondence
- Professional demeanor and attitude
- Project management, leadership, problem solving and organizational skills desired
- Facilitation, presentation and public speaking skills
- Adapts well to frequent change
- Ability to work independently
- PC Proficiency, especially MS products (Word, Excel, Project, PowerPoint, & Access)

Home Office Requirements:

- Access to wired internet connection/ethernet (No Wi-Fi or HotSpot)
- Internet speed of at least 25 Mbps download and 10 Mbps upload (you can test this by going to (1) speedtest.net).
- Private work area and adequate power source
- Smart Phone, personal computer, webcam, & headset with microphone (Tablets, iPads, and Chromebooks are not permitted.)
- Microsoft Windows 10 or Mac OS 10 or above are required (NOTE: Windows Home S-mode is not allowed).
- Must be a US Citizen
- Must be able to effectively read a prepared / written script out loud
- Must reside in the U.S
- Must be able to pass a criminal background check
- Must not be delinquent or in default on any federal student loans
- Employment and continued employment are contingent upon obtaining and maintaining a favor