Call Center Training Instructor

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

Our employee development team is looking for experienced call center customer service and sales trainers to facilitate new hire training on behalf of commercial and public sector clients. In this role you will be responsible for onboarding processes, training delivery, and material and curriculum development.

This is a full-time, local, and on-site position. Candidates for this role 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 required.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Key Responsibilities:

• 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.
• Assists in planning, conducting, coordinating, and implementing a comprehensive training program for staff.
• Work extensively with business partners and SMEs to perform needs analysis, develop learning objective
• Create and develop training curriculums and training 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
• Improves training effectiveness by implementing new approaches and techniques, making support readily available, integrating support with routine job functions.
• Use a variety of instructional methods to ensure maximum delivery effectiveness
• Develop and create training resources and maintain/update 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

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• 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 & Power Point
• Understanding of training tools and techniques
• Possess practical conflict resolution skills (both customer and agent conflict)
• Possess time management, planning, organizational and multi-tasking skills
• Excellent presentation skills (oral and written), as well as the ability to…