Maximus

Compensation

Full Description

**Overview:** The Training Supervisor is responsible for supporting the delivery of virtual training, ensuring operational excellence, and driving learner readiness. This role requires a proactive and experienced individual with strong leadership, coaching, and organizational skills, as well as a deep understanding of training logistics and virtual facilitation tools such as Microsoft Teams. **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 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. * Manage the accuracy and relevance of curriculum for multiple customer agencies. **Qualifications:** • Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience. * Self-motivated and able to work independently. * Experience supporting virtual training sessions using Microsoft Teams preferred. * Experience supporting training in contact center environments, including customer service, technical support, or specialized programs. * Ability to manage multiple training sessions and priorities in a fast-paced environment. **Benefits:** • Competitive annual salary range of $56,000.00 to $72,000.00. * Comprehensive benefits package, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. * Opportunities for professional development and growth. * A culture that values diversity, equity, and inclusion. * A dynamic and supportive work environment