Call Center Training Instructor

MCI is a technology‑enabled business services company that partners with clients to deliver customer experience and digital solutions. The following outlines the responsibilities, qualifications and benefits for the Training Specialist role based in our Jacksonville contact center.

• Provide onboarding training for new customer service and sales representatives.
• Facilitate classroom‑style instruction on products, services, techniques, systems and processes.
• Plan, conduct, coordinate and implement a comprehensive training program for staff.
• Collaborate with business partners and subject‑matter experts to perform needs analysis and develop learning objectives.
• Create and develop training curricula and materials using proven adult learning techniques (ADDIE, Rapid Course Development, Adult Learning Theory).
• Maintain training tools, including worksheets, templates, databases and reports.
• Improve training effectiveness by adopting new approaches, integrating support into routine job functions and ensuring maximum delivery effectiveness.
• Develop assessments to measure curriculum effectiveness and learner performance.
• Monitor trainees’ knowledge before and after training to determine follow‑up needs.
• Provide coaching on 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 directed.

• 1+ year of experience teaching or training in a classroom environment (in‑person or virtual).
• Associate degree or equivalent combination of education and experience.
• Exceptional interpersonal and communication skills.
• Proficient in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Understanding of training tools and techniques.
• Conflict resolution skills for both customer and agent situations.
• Strong time‑management, planning, organization and multi‑tasking abilities.
• Excellent presentation skills and ability to motivate, teach and inspire staff.
• Ability to work in a fast‑paced professional environment.
• Strong understanding of adult learning theory, curriculum design and training.
• Comfortable delivering constructive feedback and receiving critical feedback.
• Capability to prioritize and organize work efficiently to meet deadlines.
• Experience assessing learning needs and identifying performance gaps.
• Experience defining curriculum strategies and training plans.
• Experience designing and developing training content, courses or programs and evaluating training.
• Must be authorized to work in the United States.

• Military, local, state or federal government experience.
• Experience working in a contact‑center environment.
• Graduation from an accredited two‑or four‑year college or university.
• Experience using Learning Management Systems (LMS).

• Paid Time Off (Earn PTO and paid holidays).
• Incentives & Rewards (daily, weekly and monthly contests with cash bonuses and prizes).
• Health Benefits – comprehensive medical, dental and vision coverage after 60 days (MEC plans after 30 days).
• Retirement Savings programs where available.
• Short‑term Disability Insurance.
• Life Insurance.
• Accident and critical illness supplemental insurance.
• Career Growth opportunities with internal promotion focus.
• Paid Training opportunities to develop new skills.
• Fun, engaging work environment and casual dress code.

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. MCI embraces diversity and is committed to a work environment free from discrimination. MCI does not discriminate on the basis of age, ancestry, color, family or medical leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

We consider qualified applicants with criminal histories in accordance with local and federal requirements.

All background and security investigations, including Level II background checks with fingerprinting and drug screening, are required as part of the hiring process. Job offers are contingent on satisfactory results.