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 and 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 inquires 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. Travel may be required. 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 Professional demeanor and attitude