Job Description
Job Description
Corporate trainers needed to provide support to a DC Government Agency on a long-term contract basis in Washington, DC! Exciting contract opportunity to provide support to a DC Government Agency with a mission to improve the lives of DC Residents, enhance provider outcomes, and safeguard program integrity. Training will be provided, and qualified candidates will have some management and training experience. This project will support D.C. residents who need assistance with Medicaid benefits.
Must be a US Citizen, able to pass a background check, and commit to working onsite in NW Washington, DC.
This base period for this contract is one year, through November 2026, with two further annual option periods. So, this contract could run for three years, until November 2028.
The contact center operating hours are Monday through Friday, from 8:00am to 5:00pm ET. However, schedules will be between the hours of 7:45am to 5:15pm ET, to allow for pre-shift sessions and last-minute contacts/wrap up. The contact center is closed on Federal holidays. Candidates must be able to work 40 hours per week.
Candidates must be based in the DMV metro area. D.C. residents are preferred, as a certain percentage of our staff must live in the District.
Once training is complete, the Contact Center Trainers will be expected to lead and facilitate all future new hire orientation and training, on-going/continuing education training, and other training as needed.
Training is expected to last for up to six weeks, with a further two-week “nesting” period until participants show competency in their new roll.
Training will encompass all aspects of the various jobs, including:
· All job responsibilities
· Corporate policies, procedures, and processes
· How to handle, escalate, and document contacts
· The necessary technology and tools
· How to access and utilize the contact center knowledgebase
· How to handle sensitive data and personal information, etc.
Key job tasks
Contact Center Trainers have a number of job responsibilities, and some of the critical ones are:
· Deliver engaging and interactive training sessions to diverse audiences.
· Facilitate classroom and on-the-job training programs to enhance employee skills and performance.
· Adapt training delivery to various learning styles and needs.
· Collaborate with client instructional designers to ensure training materials are up-to-date, effective and user-friendly.
· Provide post-training support and resources to learners.
· Assess training outcomes through surveys, feedback, and performance metrics.
· Work with QA team as needed to ensure that CSRs and other staff are knowledgeable and effectively handling calls or processing claims.
· Assist with and attend twice-weekly pre-shift meetings, generally on Mondays and Thursdays, to hear important information from supervisors, to participate in interactive Q&A, etc.
· Provide back-up to Supervisor and QA roles as needed.
· Other duties as assigned.
Minimum requirements
· A minimum of three years of training/facilitation experience in an on-site/in-person multi-channel contact center, in a similar or related field.
· Organization skills to balance/prioritize work with the ability to multi-task.
· Strong presentation, interpersonal, and communications skills.
· Attention to detail
· Proficiency with adult learning principles and learner engagement techniques.
· Familiarity with instructional design methodologies and software
· Proficiency with various training technologies, as well as basic help desk software, computer software and Microsoft Office applications.