Contact Center Trainers needed ASAP for a 20-week onsite project in DC
The Midtown Group is teaming up with a leading technology company to support a D.C. government department that offers its residents a Medicaid program. Our collective goal is to modernize and optimize DC's Medicaid program while offering outstanding customer support. Our venture is focused on improving outcomes, enhancing provider experiences, and safeguarding program integrity. For this project, our partner will provide technology, and we will provide people and expertise, across a number of functions, including contact center operations.
The Midtown Group is looking to hire at least 2 qualified candidates for the position of Contact Center Trainer, to train Customer Service Representative, Claims Processors, and Financial Analysts who will support D.C. residents who need assistance with Medicaid benefits.
These positions are in-person, located in Downtown D.C. At the moment, there are no plans to move to hybrid or fully remote models. These engagements are expected to start on Monday, September 29th and last four and a half months, perhaps longer.
Everyone hired for this project will be put through the already developed new hire and orientation training for the various key roles (project manager, contact center supervisors, quality assurance specialists). Our Contact Center Trainers will be trained using our client’s Train-the-Trainer methodology.
Once 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 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.
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
This base period for this contract is four and a half months with at least two or three successful contractors being extended through November 2026, with two further annual option periods.
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.
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