TDB Trainer - CCO Program

About TDB:

TDB Communications is a Service-Disabled Veteran-Owned Small Business (SDVOSB) that takes immense pride in serving our government clients with the highest service, discipline, and accountability standards. For over 25 years, TDB Communications, Inc. has placed thousands of employees in various positions across the United States.

We are looking for an experienced Trainer to join our team on-site in Chester, Virginia. The ideal candidate will train and motivate our customer service representatives to meet and exceed our client's expectations. Committed to excellence in employee development, we are dedicated to nurturing talent and empowering individuals to exceed expectations. Join us in our mission to drive success and deliver unparalleled service to our valued clients!

Job Summary:
As a CCO Trainer at TDB Communications, Inc., you will play a vital role in facilitating learning conversations and providing essential tools for success to our customer service representatives. Your empathy towards various learning styles and dedication to fostering a supportive learning environment will be integral to our team's success.

As a trainer, you will also assist with the daily functions of the training department and conduct classes for Contact Center Customer Service Representatives for both Medicare and Marketplace. You will be responsible for ensuring the smooth operation of our training department by efficiently managing various administrative tasks, facilitating engaging training sessions, and adhering to company policies and regulatory requirements.

Duties/Responsibilities:

• Facilitate training sessions, ensuring program comprehension and adapting instruction for diverse adult learners.
• Plan, coordinate, and conduct training for new and experienced personnel, including securing resources.
• Monitor trainee progress and provide coaching for improvement.
• Manage classroom decorum through collaboration with management and HR.
• Identify and address performance gaps to enhance training delivery.
• Provide coaching on job performance and quality assurance post-training.
• Research and address inquiries from Contact Center personnel to aid in job performance.
• Assist in evaluating training effectiveness based on feedback.
• Communicate with stakeholders and provide timely reports.
• Ensure completion of training documentation and adherence to guidelines set by Maximus Federal.
• Conduct observations and peer audits to improve training quality.
• Support CCO operations as needed, including attending meetings and conferences.
• Travel may be required.
• Additional duties may be assigned based on business needs.

Supervisory Responsibilities:

• Trainers are responsible for supervising trainee timesheet submissions, managing classroom disruptions, facilitating/supporting accountability measures, etc.

Required Skills:

• Ability to effectively communicate with multiple levels within the organization through various channels such as phone, in-person, or written correspondence.
• Excellent presentation and public speaking skills.
• Demonstrated success with leadership, problem-solving, and organizational skills.
• Ability to work collaboratively with a training team and other functional areas.
• Ability to provide and receive constructive coaching and feedback in a training environment.
• Professional demeanor and attitude.
• Proficiency in PC skills, including MS Office products.
• Excellent communication skills, with the ability to present ideas to management and customers.
• Working knowledge of relevant technologies.

Preferred skills in addition to Required skills:

• Knowledge of CMS or healthcare practices is preferred.
• Flexibility of work schedule.
• Adaptability to frequent changes.
• High level of initiative and enthusiasm about training and employee development.
• English/Spanish bilingual skills are desirable, but not required.

Education and Experience:

• High School diploma or GED required; bachelor's degree preferred.
• 3 years of leadership and/or training experience required.
  
  

Physical Requirements:

• Prolonged sitting throughout the workday with occasional mobility required.
• Corrected vision within the normal range.
• Hearing within normal range. A device to enhance hearing may be provided if needed.
• Must possess sufficient manual dexterity to skillfully operate an online computer terminal and other standard office equipment, including a financial calculator, personal computer, and telephone.
• Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
  
  
  

Screenings Requested

You may receive requests for background checks and or drug screens regarding this employment opportunity. Respond to all requests quickly as we anticipate filling our vacancies quickly and non-responses may result in disqualification for this opportunity.

Reasonable Accommodation

If you require alternative methods of application or screening, you must approach the employer directly to request this.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Other duties may be assigned.

EEO Statement

TDB Communications, Inc. is an Equal Opportunity Employer. All employment decisions at TDB are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental, or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Federal Contractor and E-Verify compliant.