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Training Coordinator in Jacksonville, FL at Maximus, Inc.

Date Posted: 3/26/2018

Job Snapshot

Job Description

MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS’s founding mission of Helping Government Serve the People® since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.

This position provides training to a variety of audiences with varying levels of experience, knowledge, and roles within the Contact Center Operation. 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.

Responsibilities
  • Conduct, plan, and coordinate new hire/continuing education/return to work training to a variety of audiences
  • Coordinate 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, and 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 binders, 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
  • Provide production floor support and answer questions
  • Take consumer calls, as needed
  • Conduct peer level observations
  • Determine resource readiness for courses, including materials, training room, technology, and collection and entry of training data
  • Conduct performance management and root-cause/gap analysis through studying performance trending and identifying performance gaps

The Ideal Candidate will Possess the Following Additional Education and Experience
  • 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
  • At least one (1) year of experience with delivery of classroom training within the last five (5) years required
  • At least one (1) year of customer service experience required
  • Experience with student financial aid programs/debt collection programs 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
  • Professional demeanor and attitude
  • Strong problem-solving skills
  • Experience in federal agency health or social services highly preferred
  • Bilingual proficiency required
  • Ability to work any hours, any days, any shift, off-shift, flex schedule, double shifts, holidays, nights and weekends as necessary to include overtime, key days, priority days, and mandatory days (plan for schedule flexibility)

Additional Requirements as per contract/client:

  • Applicants must be current on federal student loans or must not be delinquent on federal student loans
  • Federal security clearance (through MAXIMUS Federal) required

 

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.

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