Limited Services Training Supervisor

Requirements

Description & Requirements

Maximus is currently looking for a Limited Services Training Supervisor at the Brownsville, TX location. This position provides staff mentoring and coaching and delivers staff training on an ongoing basis. The Limited Services Training Supervisor ensures that Customer Service Representatives are provided with up-to-date knowledge of all applicable programs associated with Maximus Contact Centers.

Essential Duties and 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 the 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.
• This role requires the flexibility to work both morning and evening shifts according to business needs.
• This is a limited-service position created to accommodate a specific business need. This Limited-Service hire will be a Maximus employee who will receive full benefits, but for a limited period of time that does not have a defined end date. There may be a possibility to become a regular full-time hire based on business need and individual performance.
  
  

Minimum Requirements

• Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.
  
  

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Minimum Salary

$

58,000.00

Maximum Salary

$

68,000.00