Remote Training Specialist — Government Contact Center

Systems Integration, Inc.; Bethesda (MD); Remote; USD 60,000 - 95,000; Full time

Job summary

Systems Integration, Inc. is seeking Dedicated Training Support personnel to design, develop, deliver, evaluate, and maintain training programs for DOL-NCC staff. This role supports new-hire training, refresher training, continuing education, training records, and training effectiveness analysis.

Responsibilities include creating manuals and materials, scheduling classes, maintaining records and SME databases, and conducting assessments to measure training impact.

Qualifications

• Experience developing and delivering adult-learning, customer service, contact center, or systems training.
• Ability to create online, in-person, and computer-based training materials.
• Strong facilitation, writing, documentation, and communication skills.
• Ability to maintain organized training records and materials repositories.
• Must satisfy applicable background investigation requirements before supporting DOL-NCC work.
• Experience supporting Salesforce, Genesys, CRM, knowledge-base, or government contact center training.
• Experience creating assessments, simulations, job aids, and role-play exercises.

Responsibilities

• Design, develop, evaluate, and deliver training programs for all staff levels.
• Evaluate the applicability, accuracy, and quality of training programs.
• Complete needs assessments to identify future training requirements.
• Provide guidance to staff on continuing education and skill development.
• Design course manuals, support materials, tools, job aids, and system training resources.
• Schedule classes and perform administrative duties related to training delivery.
• Maintain training records and a training materials library/database.
• Maintain a database of subject matter experts where applicable.
• Conduct surveys of training and equipment needs.
• Conduct follow-up studies to determine training effectiveness.
• Prepare formal reports and correspondence related to training activities.

Skills

Adult learning

Customer service training

Facilitation

Writing

Documentation

Communication

Training records

Needs assessment

Online training design

Tools

Salesforce

Genesys

CRM systems

Knowledge base

Job description

Systems Integration, Inc. is seeking Dedicated Training Support personnel to design, develop, deliver, evaluate, and maintain training programs for DOL-NCC staff. This role supports new-hire training, refresher training, continuing education, training records, and training effectiveness analysis.

Responsibilities include creating manuals and materials, scheduling classes, maintaining records and SME databases, and conducting assessments to measure training impact.