Remote Training Specialist for Federal CSR Onboarding

Maximus; Santa Fe (NM); Remote; USD 57,000 - 64,000; Full time

Job summary

Maximus is hiring a Training Specialist to support OPM's FEHB/PSHB programs by designing and delivering training for Customer Service Representatives. You will create curricula, exercises, assessments, and job aids, and facilitate instructor-led virtual sessions for federal employees and postal beneficiaries.

You will collaborate with Instructional Design, Knowledge Management, Operations, and program stakeholders to ensure accurate, professional training, strong learner outcomes, and compliance

Qualifications

• Bachelor's degree in relevant field and 3+ years of professional experience or equivalent.
• Experience delivering new-hire training in a contact center or customer service environment.
• Experience developing simulations, scenarios, assessments, and knowledge checks.
• Familiarity with LMS and eLearning tools such as Articulate Rise 360 or Storyline.
• Experience training remote or geographically dispersed learners.
• Ability to pass a federal background check.

Responsibilities

• Create and develop training curriculum and training materials based on proven adult learning techniques.
• Create and develop training scenarios and update comprehensive training environment data resources to ensure that systems training mimics the production environment systems tools used by employees on a daily basis.
• Work extensively with business partners and SMEs to perform needs analysis, develop learning objectives and design deliverables that meet learner and stakeholder needs and organizational quality standards.
• Develop qualitative and quantitative assessment tools to measure learner requirements, competencies, and organizational quality standards.
• Teach instructional programs in accordance with training or other course requirements and organize materials to be presented.
• Develop assessments to measure and assess effectiveness of the curriculum and learner performance in the workplace, integrate results into new and existing course curriculum.
• Review, evaluate, and modify existing and proposed curriculums and 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.
• Responsible for adhering to established safety standards.
• Develop solutions to a variety of problems of moderate scope & complexity.
• Contribute to the completion of organizational projects & goals.
• Communicate on complex or sensitive issues or draft responses for supervisor or manager.
• Perform other duties as assigned by management.

Skills

New-hire training

Training delivery

Coaching learners

LMS experience

Remote training delivery

Education

Bachelor's degree in relevant field

Tools

Articulate Rise 360

Articulate Storyline

LMS platforms

Job description

Maximus is hiring a Training Specialist to support OPM's FEHB/PSHB programs by designing and delivering training for Customer Service Representatives. You will create curricula, exercises, assessments, and job aids, and facilitate instructor-led virtual sessions for federal employees and postal beneficiaries.

You will collaborate with Instructional Design, Knowledge Management, Operations, and program stakeholders to ensure accurate, professional training, strong learner outcomes, and compliance