Supervisor - Training

Description & Requirements
Maximus is currently looking for remote Training Supervisor, to join our team. This remote Training Supervisor position will be responsible for providing front-line, first level management and leadership to the training staff with the goal of meeting program objectives and customer service level agreements within the FEMA project, which is the Federal Emergency Management Agency.
The focus of the Training Supervisor role on the FEMA project will be around scheduling participants into training, proctoring training sessions, verifying the accuracy of reporting for attendance and training completion, processing required training certificates, assisting with system setup and troubleshooting and assisting with training content delivery.
The position is temporary and requires flexibility with the possibly of working weekends and various shifts to meet training needs.
Essential Duties and Responsibilities:
- Provide staff mentoring and coaching on an ongoing basis to help ensure staff members are meeting individual performance standards including confidentiality and security of information and program metrics.
- Monitor performance and systems documentation.
- Ensure compliance with all applicable requirements of the contract, State and Federal regulations.
- Evaluate staff performance and conduct annual evaluations.
- Attend supervisor meetings and conduct unit meetings.
- Follow up on customer complaints and escalated matters.
- Review and analyze reports and discover root cause of issues.
- Assure the project is in compliance with Maximus standards and procedures.
- Assist in the creation and implementation of innovative methodologies to improve customer service and overall operations.
- Interface with project leadership to coordinate direction of the project's client to ensure proper implementation and follow up.
- Work with the leadership to develop and monitor performance goals and objectives for all staff.
- Deliver staff training on an ongoing basis covering topics such as protocols, customer service skills, program information, use of CRM and application systems, performance results obtained through quality assurance monitoring, and other areas as appropriate.
- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.
- Comply with all company required policies, procedures and processes including but not limited to required training.
- Establish and communicate the training methodologies to participants.
- Ensure that staff is provided with up-to-date knowledge of all applicable programs associated with the program.
- Evaluate subordinates' job performance and recommend appropriate personnel action.
- Discuss job performance concerns with subordinates to identify causes and issues and works closely with the Human Resources department on resolving problems.
- Identify training needs and development opportunities for subordinates. Essential Duties and Responsibilities:
- Provide staff mentoring and coaching on an ongoing basis to help ensure FEMA staff members are meeting individual performance standards including confidentiality and security of information and call center metrics
- Monitor performance including call quality and systems documentation
- Ensure compliance with all applicable requirements of the contract, state and federal regulations
- Evaluate staff performance and conduct annual evaluations
- Ability to lead and facilitate productive meetings and training sessions
- Follow up on issues escalated in training
- Review and analyze FEMA training and call center reports and discover root cause of issues
- Assure the project is in compliance with Maximus standards and procedures
- Assist in the creation and implementation of innovative methodologies to improve customer service and overall operations
- Interface with project leadership to coordinate direction of the project's client to ensure proper implementation and follow up as it relates to training
- Assist with delivering of FEMA staff training on an ongoing basis covering topics such as telephone protocols, customer service skills, program information, use of CRM and application systems, performance results obtained through quality assurance monitoring and other areas as appropriate
- Establish and communicate the training methodologies to participants
- Ability to lead and complete projects and delegate to trainers in order to accomplish the task
- Strong problem solving and analytical skills
- Proficient in Microsoft Word, Excel, PowerPoint, SharePoint, etc.
- Review, evaluate and modify existing and proposed curriculums
- Recommend changes to policies and procedures as applicable
- Develop and create training resources and maintain/update systems training environment and library of training resources to align with operational excellence
- Perform other duties as assigned
- This is a temporary position
- Per client requirement, must be a US Citizen Education and Additional Requirements:
- Associate degree or equivalent combination of education, technical training or work experience considered in lieu of degree
- Minimum of three (3) years of related experience
- Ensure compliance with company Wage and Hour policy, including ensuring non-exempt employees get the rest and meal breaks
- Comply with all company required policies, procedures and processes including but not limited to required training
- Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals and maintaining schedules
- A portion of time is normally spent performing individual tasks related to the unit or sub-unit
- Generally supervises semi-skilled employees or a few individual professional contributors
- Works on issues of limited scope
- Follows established practices and procedures in analyzing situations or data from which answers can be readily obtained
- Monitors daily operations of a unit or sub-unit
- Requires full knowledge of own area of functional responsibility
- Frequently interacts with subordinate employees and functional peer groups
- Interaction normally requires the ability to gain cooperation of others, conducting presentations concerning specific projects or schedules
- Receives predetermined work assignments that are subject to a moderate level of control and review
- Directs subordinates to complete assignments using established guidelines, procedures and policies
- Develop work schedules and assign duties to subordinates to ensure efficiency
- Evaluate subordinates' job performance and recommend appropriate personnel action
- Discuss job performance concerns with subordinates to identify causes and issues and works closely with the Human Resources department on resolving problems
- Identify training needs and development opportunities for subordinates
Minimum Requirements
Minimum Requirements:
- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.
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
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.