Description & Requirements

Maximus is currently looking for a Limited Service Training Coordinator to work in a remote capacity within 100 miles of a Maximus CCO site. This position is responsible for data entry and maintaining records of training activities, participant progress, and program effectiveness.

Essential Duties and Responsibilities:
- Practice Maximus values and act as a role model
- Oversee as assigned by their supervisor administrative functions of team operations and support Customer Service Representatives to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals
- Perform monitoring tasks to assure service level requirements and adherence goals (such as real-time adherence (RTA), attendance (Empower) and average handle time (AHT) are met
- Must be able to respond professionally to difficult or tense calls/situations which may arise out of daily duties
- Assume administrative responsibility for department tasks and contact center activities as required
- Review and report on daily and weekly basis, Customer Service Representative compliance to eTS policies
- Understand the Customer Service Representative Monthly Balanced Scorecard Metrics and performance scales
- Attend calibration sessions for the purpose of keeping current on quality changes
- Monitor and report on compliance for training as required under department guidelines including essential job training (EJT), Desk to Desk (D2D), CUP, initiatives, and up training
- Support contact center expectations as well as departmental and corporate policies and procedures
- Log in to queues and take calls as required by SWP's Staffing Contingency Level process
- Communicate pertinent program updates in a timely manner
- Maintain department records
- Participate in Shift Bid Process
- Perform other duties as assigned
- Ensure full adherence to COR requirements

This is a limited service position created to accommodate a specific business need. This Limited-Service hire will be a Maximus employee who will receive full benefits, but for a limited period of time that does not have a defined end date. There may be a possibility to become a regular full-time hire based on business need and individual performance.

Minimum Requirements

- High School diploma or equivalent required, Bachelor's degree or equivalent preferred
- One (1) year customer service/call center experience required
- Two years of progressively responsible work experience in customer service/call center experience is preferred
- Experience with, or knowledge of, the healthcare and health insurance industry preferred
- Ability to interact with all levels of management
- Ability to speak and communicate effectively in English, both verbally and in writing
- Uses good judgment, ability to make independent decisions and proactively problem solve, as required
- Must be able to demonstrate content knowledge, navigation skills of various computer systems, and an understanding of internal processes and procedures
- Must be able to respond professionally to difficult or tense calls/situations which may arise out of daily duties
- Must have demonstrated leadership skills, training ability and good interpersonal skills
- Must be organized and have strong time management skills
- Strong analytical and organizational skills
- Must have PC skills (Microsoft Office) with a demonstrated emphasis in Excel
- Basic math skills required
- Bilingual ability a benefit

- CROP system knowledge preferred

This position is fully remote and will require a home office.

Home office requirements:

-Reliable high-speed internet service

-Minimum 25 Mpbs download speeds/50 Mpbs for shared internet connectivity

-Minimum 5 Mpbs upload speeds

This position requires you to be located within 100 miles of one of these existing Maximus CCO sites:

Brownsville, TX

Chester, VA

El Paso, TX

Hattiesburg, MS

Lawrence, KS

London, KY

Phoenix, AZ

Riverview / Netpark, FL

Lynn Haven, FL

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.

Minimum Salary

$

20.48

Maximum Salary

$

23.34