Acting Instructor

Location
Sandy, UT
Posted
May 09, 2017
Closes
May 23, 2017
Function
IT
Hours
Full Time
Are you searching for a full time position that allows you to help others in a classroom setting? Are you passionate about training and teaching others? Then General Dynamics Information Technology is happy to announce an opening in our Sandy, Utah location for a temporary full time Acting Instructor!

 

The CCO Acting Instructor is responsible for the training and up-training of Contact Center staff within the CCO program. This includes training various lines of business within contact center operations, as well as supervisor, management and leadership training.  An acting trainer must be knowledgeable in all areas of the Contact Center including leadership and management initiatives and be well-informed of contract goals in order to successfully train staff on customer and corporate priorities.  Acting Instructors are responsible for the learning environment while in the classroom and when available during the nesting period.

 

The Acting Instructor will report to the Site Training Lead. This role will provide support to the contract, with the goal of meeting program objectives and customer service level agreements. Acting Instructors may be asked to complete special projects assigned by the Training delivery manager or the Site Delivery Lead.

 

JOB RESPONSIBILITIES:

    Conduct classes for Contact Center Customer Service Representatives for both Medicare and MarketplaceIdentify performance issues, provide corrective action and suggest termination for Customer Service Representatives not meeting performance criteria in the training classConduct Supervisor and Leadership classes for managers, supervisors and support staffConduct Support Staff training and Supervisory Learning Labs to ensure Supervisors have knowledge of operational changesFacilitate learning labs and skill building activities with teams that have been identified as low performersProvide technical expertise and training for the alternate channels, such as TTY, Web Chat, Email and Written CorrespondenceProvide follow-up coaching about job performance and quality assurance to new employees after training; Coach new hires to improve performance and prevent terminationSupervise and report on progress of trainees and personnel during training period, nesting and while on the floorMaintain a level of expertise regarding local business processes, corporate initiatives, and have a thorough understanding of training program and Quality Call Monitoring guidelinesTake calls and act as roaming Supervisors during All-Hands situations. May be required to act as Supervisors or Quality Specialists during peak performance timesConduct Focus Groups and provide feedback for contact center performanceFoster open communication with supervisory team and actively strive to develop strong working relationships with all call center personnelDemonstrate success in a training or classroom setting sensitively dealing with a variety of learning stylesTrack statistical training measuresMay be required to work certain GDIT holidays as specified in the CMS task order.Attend conference calls and meetings, as neededTravel may be required, including start-up and support ramp-up of new contact centers.Regular and predictable attendance is required
Education
  • Bachelor's degree or appropriate combination of education and 2-5 years customer service, leadership, and training experience required
 

Qualifications
    Ability to effectively communicate with multiple levels within the organization by phone, in person, or through written correspondenceExcellent presentation and public speaking skillsKnowledge of CMS or health care preferredDemonstrated success with leadership, problem solving, and organizational skills
UNIQUE/ADDITIONAL REQUIREMENTS:

    Flexibility of work scheduleAdapts well to frequent changeAbility to work collaboratively with a training team and other functional areasAbility to provide constructive coaching and feedback in a training environmentHigh level of initiative and enthusiasm about training and employee developmentProfessional demeanor and attitudePC skills required, including MS productsExcellent communications skills, with ability to present ideas to management and customersWorking knowledge of relevant technologies
WORKING CONDITIONS:

 

The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas. Work may require some physical effort in the handling of light materials, boxes, or equipment.

The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.

 

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.

 

If you choose to self relocate, this position does not have a relocation expense.

 

GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.