Supervisor

Description & Requirements

Maximus is currently recruiting for a Supervisor-Training, Onboarding Specialist to join the Maximus, TriWest program. The Onboarding Specialist is responsible for the support of a Veteran's healthcare call center project. This role will have a responsibility to manage the onboarding process from recruitment to operations and develop comprehensive programs, conduct orientation sessions and provide support to ensure a smooth transition for new hires.

This is a temporary position.

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.

- Participate in the onboarding of new CSRs to the project from recruitment planning to successful launch into production.

- Work with project leadership to organize recruitment, conduct interviews and make hiring recommendations.

- Communicate with newly hired CSRs between job offer and start of new hire class to drive engagement and retention.

- Conduct training for new staff on equipment set-up, orientation, setting performance expectations, procedures, etc.

- Partner with client's trainer during new hire training to monitor staff participation, assess trainee progress, and assist as needed.

- Coach performance and behavioral issues, and partner with operations management staff to address significant and/or trending concerns.

- Provide support, assistance, and performance monitoring through the nesting phase after classroom training.

- Document trainee progress using performance reports.

- In partnership with operations management, provide supplemental call monitoring and coaching after nesting.

- Develop supplemental training material, job aids, and refresher content.

- Support knowledge retention by conducting supplemental training activity after the classroom, including refresher classes, huddles, reminders, activities, etc.

- Develop training content and conduct administrative functions using Cornerstone LMS (Learning Management System) platform.

- Ensure compliance with company policies and industry regulations during delivery training.

- Perform other duties as assigned by management.

Minimum Requirements:

- Associate degree or equivalent combination of education, training and work experience

- Minimum of three (3) years of related experience in training and/or staff leadership in a call center setting.

- Comply with all company required policies, procedures and processes including but not limited to required training.

- Develop solutions to a variety of problems of moderate scope & complexity.

- Contribute to the completion of organizational projects & goals.

- Frequent use and general knowledge of industry practices, techniques, and standards.

- Proven experience in training, onboarding, or instructional design.

- Strong background in curriculum development and training program design.

- Knowledge of instructional design models, particularly ADDIE.

- Highly proficient in Microsoft Excel for tracking training metrics, analyzing data, and reporting.

- Excellent communication, presentation, and interpersonal skills.

- Apply knowledge and skills to complete a wide range of tasks.

- Communicate on complex or sensitive issues or draft responses for management.

Preferred

- Experience with Cornerstone LMS preferred.

- Healthcare industry experience including knowledge of health services.

- Military experience focusing on service delivery.

Competencies

Technical Skills

Proficient data entry skills: Ability to meet daily call and chat requirements.

Team building/Team Player

Influence the actions and opinions of others in a positive direction and build group commitment.

Organizational Skills

Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources, detail oriented.

Information Management

Ability to manage large amounts of complex information easily, communicate clearly, and draw sound conclusions.

High Intensity Environment

Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.

Empathy / Customer Service

Customer-focused behavior; Helping approach, including listening skills, patience, respect, and empathy for another's position.

Coping / Flexibility

Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.

Computer Literacy

Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.

Communication / People Skills

Ability to influence or persuade others under positive or negative circumstances; Adapt to different styles; Listen critically; Collaborate.

Commitment to Task

Ability to conform to established policies and procedures; exhibit high motivation.

Working Conditions

• Ability to cover or work any work shift.

• Ability to work overtime or extra time, as needed.

• Works within a standard remote office environment, with no travel.

• Extensive computer work with prolonged sitting and wearing of headset.

This job description indicates the general nature and levels of work expected of the incumbents. It is not designed to cover or contain a comprehensive listing of activities, duties, responsibilities, or competencies required of an incumbent. Incumbents may be asked to perform other duties as required.

Maximus/Client will provide equipment; however, the following remote, home office requirements must be met:

Home Office Requirement:

Must have A quiet, private room with a door, that is free from distractions and conducive to acceptable performance of job duties.

Internet connectivity

All remote workers must have access to the internet via their internet service provider (ISP) by purchasing or maintaining a service that provides a minimum internet speed download of 50 Mbps internet connectivity, and 10 Mbps minimum upload speed.

Wi-Fi, Mobile hotspots, IPV 6 networks/services, and 5g Wireless ISPs (T-Mobile, Verizon, ATT, etc.) are not compatible with the client network/systems. Connectivity to the internet via Cat5 or 6 ethernet patch cable to the home router is required.

Hard-wired Ethernet

Please note that our client provides 3-6ft ethernet cables. If the router is located further than 6 feet from the workstation, staff need to purchase, at their own cost, a CAT5 or 6 ethernet cable long enough to reach the router. This must be purchased prior to the training start date and staff need to confirm that the cable does not create a safety hazard.

Working Phone Number

Staff working remotely are required to have a working smart phone capable of making/receiving calls and making/receiving text messages. The phone service cannot be solely dependent on an internet connection to place calls or send text messages. This requirement ensures that staff can communicate with their supervisor during internet or power outages . click apply for full job details