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Call Center Trainer

at Maximus

Posted: 6/13/2019
Job Status: On Call
Job Reference #: 40033
Keywords: phone

Job Description

  • Job LocationsUS-TX-Irving
    Posted Date1 month ago(5/17/2019 1:36 PM)
    Requisition ID
    2019-40033
    # of Openings
    6
    Job Schedule
    Regular Full-Time
  •  

    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, we are 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.

    Job Description Summary

    GENERAL SUMMARY:

    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.

    The U.S. Census Bureau is the largest statistical agency of the United States Government, providing timely data on the nation's population and economy. The Census Bureau's mission is to serve as the leading source of quality data about the nation's people and economy.

    The 2020 CQA program is the functional group at the Census Bureau that interfaces with citizens over the phone and other communications channels to assist them in responding to and completing 2020 Census Forms.

    The CQA Instructor (Trainer) is responsible for delivery of new hire training and ongoing training of contact center staff at a United States Census Bureau (USCB) Census Questionnaire Assistance (CQA) contact center site. This includes training Customer Service Representatives (CSRs) as well as Supervisors, Lead CSR, Quality Assurance staff, and Workforce Management staff. A CQA Instructor (Trainer) must be knowledgeable in all areas of the contact center and be well-versed in training content in order to successfully train staff on CQA job tasks, as well as corporate policies and procedures. Trainers are responsible for the learning environment while in the site classroom or virtual classroom. The Trainer will report to the Site Training Manager. Trainers may be asked to complete special projects assigned by the Site Training Manager.

    JOB RESPONSIBILITIES:
    •Attend Train-the-Trainer at local contact center site
    •Facilitate virtual-instructor led training (VILT) classes for CQA CSRs, using Adobe Connect
    •Ensure site classrooms are well stocked and that all equipment is in working order
    •Conduct VILT for Supervisors, Lead CSR, Quality Assurance staff, and Workforce Management staff
    •Supervise and report on progress of trainees during training period. Identify performance issues, provide corrective action and suggest termination for CSRs not meeting performance criteria in the training classroom
    •Apply knowledge of the CQA Training Program and Quality Call Monitoring guidelines
    •Take calls and act as roaming Supervisors during All-Hands situations. May be required to act as a Supervisor or Quality Assurance Monitor during peak performance times
    •Foster open communication with Supervisory and Quality Assurance team and actively strive to develop strong working relationships with all contact center personnel
    •Attend conference calls and meetings, as needed
    •Transition to another role (e.g., CSR, Lead CSR, QA Monitor) after new hire training is fully deployed
    •Regular and predictable attendance is required
    •Ability to work nights, holidays, and weekends, as specified in the CQA task order
    •May be required to work hours outside of Monday-Friday 8am to 5pm local time to meet training needs
    •Performs other job-related duties, as assigned or required

    EDUCATION AND EXPERIENCE REQUIREMENTS:
    •Associate’s Degree, or the equivalent combination of education, technical certifications or training, or work/military experience
    •1-3 years of directly related experience in course instruction
    •Ability to effectively communicate by phone, in person, or through written correspondence
    •Excellent classroom training delivery skills
    •Demonstrated success with problem solving and organizational skills
    •Customer service/contact center experience preferred
    •Adobe Connect experience preferred
    •Ability to work a flexible work schedule
    •Adapts well to frequent change
    •Ability to work collaboratively with a training team and other functional areas
    •Ability to provide constructive coaching and feedback in a training environment
    •High level of initiative and enthusiasm about training and employee development
    •Professional demeanor and attitude
    •PC skills required, including MS products
    •Excellent communications skills, with ability to present ideas to management and peers
    •English / Spanish bilingual skills desirable, but not necessary

    Additional Requirements as per contract/client:
    •In accordance with contractual requirements: Employment and continued employment is contingent upon obtaining and maintaining a favorable initial and final suitability determination, which will be decided in the sole discretion of the Census Bureau.

     

    Essential Duties and Responsibilities:

    Minimum Requirements:

    - SCA Job Profile Only

     

    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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