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Baltimore, Maryland, United States of America
JOB #R2202984

Training Manager

ICF is currently seeking a Training Manager (remote). We aren’t generic contractors; we are expert consultants. We work with our clients determine the ideal solution to their problems. We are seeking candidates who can lead the creation of dynamic and engaging learning content with an emphasis on user-centered design, user experience (UX), and accessibility for all learners. 

You will be the overall manager of the contract and a single point of contact for resolution of contract related issues, working under the direction of a Training Program Manager. You will be responsible for managing and implementing the overall contract requirements and overseeing the implementation of more complex tasks. You will oversee strategic planning support, communication support, writing support, and analytic support. You will serve as principal point of representation and liaison with external constituencies on operational matters and provide day-to-day professional guidance and leadership as appropriate. 

You will be responsible for identifying and assessing the training needs of contact center of operations (CCO) customer service representatives (CSRs) and for evaluating training effectiveness. You will be responsible for assessing the training needs of CCO CSRs, then recommending the most appropriate training methods taking into consideration different styles of training, including but not limited to self-paced and classroom training.  

Basic Qualifications 

The Training Manager will 

  • Have 10+ years of experience in training and development management;  

  • Possess knowledge and experience designing training for call center environments;  

  • Have knowledge of various training and teaching methods, familiar with traditional and modern training processes;  

  • Have experience in the full life cycle of the instructional systems design (ISD) process with experience in leading the development of engaging, experiential instructor-led training as well as web-based solutions that are Section 508-compliant and SCORM-conformant; and 

  • Have knowledge of Centers for Medicare & Medicaid Services (CMS) policies and procedures. 

  • U.S. Citizenship required (required by federal government for position).

Additional Skills and Responsibilities 

  • Ability to provide direction and positive leadership 

  • Ability to understand, explain, interpret, and apply laws, rules, and regulations 

  • Excellent organizational, written, interpersonal, and verbal communication skills 

  • Ability to execute many complex tasks simultaneously 

  • Self-motivated with the ability to prioritize and make independent decisions 

  • Ability to resolve issues; manage resources; interface with client representatives regarding contract objectives 

  • Competent understanding of project management methodology including the ability to manage risk, develop detailed work plans and specifications, and run team meetings 

  • Ability to receive client feedback and research and respond thoroughly and quickly with team support 

  • Detailed knowledge of Section 508 requirements as applied to course design and development 

  • Proven team-building skills 

  • Strong MS Office skills 

  • Strong focus on details and driving results 

  • Extremely high regard for sensitive information 

  • Ability to successfully complete initial and ongoing training and keep current and proficient on knowledge 

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.

COVID-19 Policy: New or prospective U.S. employees must provide proof of complete vaccination on the date of their commencement of employment. If selected for employment, you will provide proof of your full vaccination status, defined as vaccinated two weeks after receiving the requisite number of doses of a COVID-19 vaccine approved or authorized for emergency use by the FDA.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination:  EEO is the law and  Pay Transparency Statement.

Maryland Remote Office (MD99)

Who is ICF?

A global consulting services company with approximately 8,000 people across 75+ countries, but we are not your typical consultants.

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Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.

Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.