Remote Trainer

Remote Trainer

MAXIMUS is currently looking for a Trainer to join our team. The Trainer is responsible for delivering contact center training within the project. The Trainer must demonstrate a high level of content knowledge, understanding of adult learning principles and have experience with classroom management. This position is highly visible to the client, The Centers for Disease Control and Prevention. Additionally, the Trainer will support program goals and initiatives for performance improvement, innovation and efficient organizational processes by identifying performance gaps, causes of the performance gaps and by providing suggested solutions to the Training Lead.

Position is remote and temporary. This is a full-time Limited-Service position through August 31, 2026. Will work an 8-hour day between Monday - Friday 8:00 AM - 8:00 PM EST. Computer equipment is not provided for this project.

Please Note: This position requires you to use a personal computer or laptop (Chromebooks, tablets, and notebooks are not allowed) with one of the following operating systems: Windows: 10 or 11 or Mac: Big Sur (11.0.1+), Catalina (10.15), or Monterey (12.3). A smartphone is also required for this position.

Essential Duties and Responsibilities:

• 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.
• 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.
• Work hours on-site that support operational and training needs. Occasional travel to other sites may be required.

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.

Education And Essential Qualifications:

• Bachelor’s degree or appropriate combination of education and three (3) 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 preferred.
• 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).
• Strong MS Office skills and experience.
• This position requires all work to be performed within the Continental US.

Home Office Requirements:

• Must provide your own device/equipment: Computer or Laptop required.
• Windows or Mac (Tablets, iPads, and Chromebooks are not permitted.)
• OS for Windows - Windows 10 or Windows 11
• OS for Mac - Big Sur (11.0.1+); Catalina (10.15); Monterey (12.3)
• Headset with microphone and monitor required.
• Hardwired internet (ethernet) connection.
• Required Internet speeds - Minimum download 25mbps or higher and minimum upload speed 10mbps or higher (you can test this by going to www.speedtest.net).
• Private work area and adequate power source.
• Must have a Smartphone which will be required to log into Maximus systems.
• Video calls may be requested on occasion.
• Proper background and attire is required.

Key skills/competency:

• Training Delivery
• Adult Learning Principles
• Classroom Management
• Performance Improvement
• Training Material Development
• Virtual Classroom Facilitation
• Communication Skills
• Leadership Experience
• Problem Solving
• MS Office Proficiency