CCO Trainer

Job Summary

The Trainer supports the daily operations of the Training Department and is responsible for delivering high-quality training to Contact Center Customer Service Representatives (CSRs) supporting both Medicare and Marketplace programs. This role focuses on effective knowledge transfer, performance readiness, and continuous improvement through coaching, evaluation, and collaboration.

Key Responsibilities

• Facilitate instructor-led training sessions to ensure consistent and comprehensive understanding of program requirements, adapting delivery methods to meet the needs of diverse adult learners.
• Plan, coordinate, and conduct training for new hires, including securing training space, classroom setup, training materials, and required resources.
• Monitor trainee progress throughout the training lifecycle and provide coaching and feedback to drive performance improvement.
• Identify performance gaps, analyze root causes, and recommend solutions to the Training Delivery team.
• Provide post-training coaching related to job performance, quality standards, and compliance requirements.
• Research and respond to inquiries from Contact Center personnel to enhance program knowledge and on-the-job performance.
• Assist in evaluating training effectiveness using formal metrics, feedback, and observational data from stakeholders and end users.
• Ensure all training documentation, records, and materials are completed accurately and delivered in compliance with Maximus guidelines.
• Conduct CSR observations to identify trends and recommend updates to training content and call scripting.
• Perform peer audits to share best practices and support continuous improvement in facilitation and knowledge delivery.
• Participate in weekly meetings, conference calls, and workgroups as required.
• Travel may be required based on business needs.

Required Skills and Abilities

• Ability to communicate effectively with all levels of the organization through verbal, written, and in-person interactions.
• Strong presentation and public speaking skills.
• Knowledge of CMS and/or healthcare environments preferred.
• Demonstrated leadership, organizational, and problem-solving skills.
• Ability to adapt to frequent change in a fast-paced environment.
• Flexibility in work schedule as business needs require.
• Proven ability to collaborate effectively within a training team and across functional areas.
• Ability to provide constructive coaching and performance feedback.
• High level of initiative, professionalism, and enthusiasm for employee development.
• Proficiency in PC applications, including Microsoft Office products.
• Strong communication skills with the ability to present ideas clearly to management and customers.
• Working knowledge of relevant training and contact center technologies.
• Bilingual English/Spanish skills are preferred but not required.

Education and Experience

• High School diploma or GED required; Bachelor's degree preferred.
• Minimum of three (3) years of leadership and/or training experience required.

Physical Requirements

• Ability to remain seated for extended periods with occasional mobility throughout the workday.
• Vision and hearing within normal ranges (assistive devices may be provided if needed).
• Sufficient manual dexterity to operate standard office equipment, including computers, calculators, and telephones.
• Occasional movement throughout the department to interact with staff and complete work-related tasks.