Trainer ; Remote and Temporary

Maximus is currently seeking a Virtual Trainer 1 (Remote) for our FEMA, CSR classes.

This position provides training to a variety of audiences with varying levels of experience, knowledge, and roles within a contact center. This position is responsible for delivering new hire training/continuing education/return to work training to all staff members at all levels of the project, administering post-training course exams and surveys, and reporting and tracking of all associated training activities.

In this position, you will be supporting survivors of natural disaster. The FEMA team strives to be available to help those in need requiring us to have flexibility. This position will require you to have availability to work an eight (8) hour shift, (5) days per week anytime between the hours of 6:30AM-11PM EST (including weekends).

This is a temporary position and contingent upon contract award

• Provide feedback regarding the design, development and distribution of training programs and materials as needed.

• 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.

'- 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 elevate 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 elevate 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 is not limited to: scheduling and securing training space; classroom step‑up; securing training resources; training scheduling; determining resource readiness for course (including materials, training room, technology, and collection and entry of training data); providing production floor 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

'- 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…