Supervisor - Training (Remote) (Temporary) - Fema - Tysons, United States - Maximus Services, LLC

Maximus Services, LLC

Verified Company

Tysons, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Description & Requirements
Maximus is currently looking for remote Training Supervisor, to join our team.

This remote Training Supervisor position will be responsible for providing front-line, first level management and leadership to the training staff with the goal of meeting program objectives and customer service level agreements within the FEMA project, which is the Federal Emergency Management Agency.

The focus of the Training Supervisor role on the FEMA project will be around scheduling participants into training, proctoring training sessions, verifying the accuracy of reporting for attendance and training completion, processing required training certificates, assisting with system setup and troubleshooting and assisting with training content delivery.

The position is temporary and requires flexibility with the possibly of working weekends and various shifts to meet training needs.

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.
Ensure compliance with company Wage & Hour policy, including ensuring nonexempt 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 uptodate 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.

Essential Duties and Responsibilities:

Provide staff mentoring and coaching on an ongoing basis to help ensure FEMA staff members are meeting individual performance standards including confidentiality and security of information and call center metrics
Monitor performance including call quality and systems documentation
Ensure compliance with all applicable requirements of the contract, state and federal regulations
Evaluate staff performance and conduct annual evaluations
Ability to lead and facilitate productive meetings and training sessions
Follow up on issues escalated in training
Review and analyze FEMA training and call center 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 as it relates to training
Establish and communicate the training methodologies to participants
Ability to lead and complete projects and delegate to trainers in order to accomplish the task
Strong problem solving and analytical skills
Proficient in Microsoft Word, Excel, PowerPoint, SharePoint, etc.
Review, evaluate and modify existing and proposed curriculums
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
Perform other duties as assigned
This is a temporary position
Per client requirement, must be a US Citizen

Education and Additional Requirements:

Associate degree or equivalent combination of education, technical training or work experience considered in lieu of degree
Minimum of three (3) years of related experience
Ensure compliance with company Wage and Hour policy, including ensuring nonexempt employees get the rest and meal breaks
Comply with all company required policies, procedures and processes including but not limited to required training
Provides immediate supervision to a unit or group of employees, assigning ta