Call Center Training Instructor

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MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

Location
Iowa City, IA

MCI’s employee development team is looking for experienced call center customer service and sales trainers to facilitate new‑hire training for commercial and public sector clients. In this full‑time, local, on‑site role you will be responsible for onboarding processes, training delivery, and material and curriculum development. Candidates should be charismatic public speakers, friendly, creative, highly reliable, and possess a strong work ethic.

A background in call center customer service or sales or experience in group instruction in a corporate classroom setting is required. To be considered, you must complete a full application on our company careers page, including all screening questions and a brief pre‑employment test.

• Provide onboarding training for the newest members of our customer service and sales team and work with representatives to improve ongoing performance.
• Facilitate classroom‑style training on products, services, techniques, systems, and processes.
• Assist in planning, conducting, coordinating, and implementing a comprehensive training program for staff.
• Work extensively with business partners and SMEs to perform needs analysis and develop learning objectives.
• Create and develop training curriculums and materials based on proven adult learning techniques, including ADDIE, Rapid Course Development, and Adult Learning Theory.
• Develop and maintain training tools, including worksheets, templates, databases, and reports.
• Improve training effectiveness by implementing new approaches and techniques, making support readily available, and integrating support with routine job functions.
• Use a variety of instructional methods to ensure maximum delivery effectiveness.
• Develop and maintain training resources update the systems training environment and library of training resources to align with operational excellence.
• Develop assessments to measure and assess the effectiveness of the curriculum and learner performance.
• Monitor trainees’ knowledge before and after training to help determine follow‑up training required.
• Provide follow‑up coaching about job performance and quality assurance to new employees after training.
• Work one‑on‑one with representatives to reinforce skills taught during training sessions.
• Utilize established curriculum and assist in developing new educational materials.
• Perform other related duties as assigned.

• 1+ years of experience teaching or training in a classroom environment (in person or virtual).
• Associate degree and combination of education and relevant work experience.
• Exceptional interpersonal & communication skills.
• Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint.
• Understanding of training tools and techniques.
• Practical conflict resolution skills (both customer and agent conflict).
• Time management, planning, organizational and multi‑tasking skills.
• Excellent presentation skills (oral and written), and the ability to motivate, teach and inspire staff.
• Ability to work in a professional but fast‑paced environment.
• Excellent planning, class management, and coordination skills and ability to work with a variety of learning styles.
• Strong understanding of adult learning theory, curriculum design, and training.
• Comfortable delivering constructive feedback to address knowledge, skill, and performance gaps.
• Comfortable providing and accepting critical feedback.
• Capable of prioritizing and organizing work efficiently to meet deadlines.
• Experience in assessing learning needs and identifying performance gaps.
• Experience defining curriculum strategies and training plans.
• Experience designing and developing training content, courses or programs, and training evaluation.

• Militar…