Trainer

CTI Resource Management; Chester (VA); On-site; USD 50,000 - 70,000; Full time

Job summary

CTI Resource Management is seeking a Trainer in Chester, Virginia. The role involves facilitating training to ensure a thorough understanding of programs while adapting to the diverse needs of adult learners.

Successful candidates should have a Bachelor’s degree and 3-5 years of customer service and training experience. Excellent presentation, public speaking skills, and PC proficiency are essential. The job requires strong critical thinking and active listening abilities in a team-oriented environment.

Qualifications

• 3-5 years of customer service and training experience required.
• Delivery of classroom training experience within the last 5 years.
• Excellent presentation and public speaking skills are a must.

Responsibilities

• Facilitate training to ensure understanding of program.
• Plan and conduct training for new personnel.
• Monitor training progress and coach for improvement.

Skills

Reading Comprehension

Critical Thinking

Active Listening

Speaking

Instructing

Troubleshooting

Time Management

Education

Bachelor’s degree

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Position summary

The Trainer will be part of a team responsible for the support of the CMS CCO Programs.

Essential Duties and Responsibilities

Job duties include the following: (Other duties may be assigned.)

Facilitate training to ensure consistent and complete understanding of program while adapting instruction of material to meet the diverse needs of the adult learner.

Planning, coordinating and conducting training for new personnel. Activities may include but are not limited to, securing training space, classroom step‑up, securing training resources, and collection and entry of training data.

Monitor progress of trainees during training and coach for improvement.

Identify performance gaps, causes of the performance gaps and provide solutions to the Training Delivery team.

Provide coaching about job performance and quality assurance to employees after training.

Research and answer inquiries from Contact Center personnel to improve knowledge and understanding to aid in job performance.

Assist in the evaluation of the effectiveness of training based upon formal and informal feedback from customers and end users.

Ensure that all training documentation and data is completed and that materials are delivered according to the guidelines set by Maximus.

Complete CSR observations to observe trends to make recommendations for changes in scripting and training.

Complete peer audits to share best practices and aid in improving peers' facilitation and knowledge skills.

Attend weekly conference calls, workgroups and meetings.

Attendance and punctuality are essential functions of this position.

Ability to pass a federal and local criminal background investigation.

Skills

Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Speaking - Talking to others to convey information effectively.

Instructing - Teaching others how to do something.

Troubleshooting - Determining causes of operating errors and deciding what to do about it.

Time Management - Managing one's own time.

Attributes

Oral Expression - The ability to communicate information and ideas in speaking so others will understand.

Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.

Written Expression - The ability to communicate information and ideas in writing so others will understand.

Written Comprehension - The ability to read and understand information and ideas presented in writing.

Speech Clarity - The ability to speak clearly so others can understand you.

Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations make improvements or take corrective action.

Job Requirements

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Work is primarily sedentary.
• Available for work from 0700 to 1900.

Education and Experience

• Bachelor’s degree or appropriate combination of education and 3-5 years customer service and training experience required. Training experience within the last 5 years.
• Problem solving, and organizational skills.
• High degree of flexibility and ability to effectively prioritize and complete multiple tasks.
• Ability to work independently.
• Ability to work effectively in a team environment.
• Ability to effectively communicate with multiple levels within the organization by phone, in person, or through written correspondence.
• Excellent presentation and public speaking skills.
• Minimum 1 year experience with delivery of classroom training or other formal presentations where that is the major job responsibility.
• PC Proficiency, especially focused on Outlook and Microsoft Word, Excel, and PowerPoint.