Essential Duties and Responsibilities:
- Conduct classes for Contact Center Customer Service Representatives for both Medicare and Marketplace.
- Identify performance issues, provide corrective action and suggest termination for Customer Service Representatives not meeting performance criteria in the training class.
- Conduct Supervisor and Leadership classes for managers, supervisors and support staff.
- Conduct Support Staff training and Supervisory Learning Labs to ensure Supervisors have knowledge of operational changes.
- Facilitate learning labs and skill building activities with teams that have been identified as low performers.
- Provide technical expertise and training for the alternate channels, such as TTY, Web Chat, Email and Written Correspondence.
- Provide follow-up coaching about job performance and quality assurance to new employees after training; Coach new hires to improve performance and prevent termination.
- Supervise and report on progress of trainees and personnel during training period, nesting and while on the floor.
- Maintain a level of expertise regarding local business processes, corporate initiatives, and have a thorough understanding of training program and Quality Call Monitoring guidelines.
- Take calls and act as roaming Supervisors during All-Hands situations. May be required to act as Supervisors or Quality Specialists during peak performance times.
- Conduct Focus Groups and provide feedback for contact center performance.
- Foster open communication with supervisory team and actively strive to develop strong working relationships with all call center personnel.
- Demonstrate success in a training or classroom setting sensitively dealing with a variety of learning styles.
- Track statistical training measures. - May be required to work certain holidays as specified in the CMS task order.
- Attend conference calls and meetings, as needed. - Travel may be required, including start-up and support ramp-up of new contact centers.
- Regular and predictable attendance is required.
- May be required to work hours outside of 8am to 5pm local time to meet training needs.

The 6 month time in position rule can be waived for CCO employees under the following circumstances: employees who were in an acting role and have returned to their home base position, employees who are currently in an acting/limited-service role applying to the same role that is RFT, employees who were unable to return to a homebase position at the end of their acting role, or limited-service employees that are unable to secure a lateral or promotional position for continued employment at the end of their limited assignment. Minimum Requirements
- High School diploma or GED required, bachelor’s degree preferred.

- 3 years leadership and/or training experience required.
- Ability to effectively communicate with multiple levels within the organization by phone, in person, or through written correspondence.
- Excellent presentation and public speaking skills.
- Knowledge of CMS or health care preferred.
- Demonstrated success with leadership, problem solving, and organizational skills.
- Flexibility of 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 Office products.
- Excellent communications skills, with ability to present ideas to management and customers.
- Working knowledge of relevant technologies.
- English / Spanish bilingual skills desirable, but not 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. Pay Transparency For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.