Call Center Training Instructor I
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)". So I should map to those. The posting has "Position Overview" which is "About the role". "Key Responsibilities" -> "Responsibilities". "Candidate Qualifications" -> "Requirements" or "Qualifications". "Preferred Qualifications" -> could be part of Qualifications or separate. "Physical Requirements" -> maybe "Requirements" or separate. But the rule says prefer few substantive sections over many thin ones. Also never create Pay/Schedule/Benefits unless stated. The posting doesn't mention pay, schedule, benefits explicitly. So no those sections.
I'll create sections:
- About the role (from Position Overview)
- Responsibilities (from Key Responsibilities)
- Requirements (from Candidate Qualifications and Preferred Qualifications combined? Or separate? The rule says "Requirements, Qualifications" as examples. I'll combine into "Requirements" with sub-lists for required and preferred.)
- Physical Requirements (maybe include as part of Requirements or separate? It's specific content, so include as a section.)
But the rule: "include a section ONLY when the posting has real, specific content for it". Physical Requirements has specific content. Conditions of Employment is boilerplate (background check, drug screening) - that's standard legal, maybe drop. Reasonable Accommodation and EEO are boilerplate, drop. About MCI is company description, could be "About the company" but not in example headings. The rule says "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)". It says "e.g." so other headings allowed? But prefer those. I think "About the company" is okay but maybe not needed. The user said "Do NOT repeat the job title as a heading (the page already shows it)". The job title not given but we have "Position Overview". I'll use "About the role".
Now, format: Use for headings, - for lists,
for prose.
I need to preserve all substantive information, not summarize.
Let's parse each section.
Position Overview: several paragraphs. I'll put as
under About the role.
Key Responsibilities: list of bullet points. The text has "POSITION RESPONSIBILITIES" then a list of lines. Some are sentences. I'll make each a
- in a
.
Candidate Qualifications: list of numbered items. Also some prose before. I'll include the intro as then list as
- .
Preferred Qualifications: list of items. I'll include as another list under Requirements maybe with a subheading? But rule says use
for section headings. Could make "Preferred Qualifications" as but that might be too many thin sections. Could combine into Requirements with two sublists: Required and Preferred. But the rule says use - for any list. Could do nested lists? But semantic HTML: maybe separate
for "Preferred Qualifications". However, the rule: "Prefer a few substantive sections over many thin ones." So maybe combine into one "Requirements" section with two lists labeled. But the example headings include "Requirements, Qualifications". Could have "Requirements" and "Preferred Qualifications" as separate? I'll do "Requirements" for required, and "Preferred Qualifications" as another because it's distinct.
Physical Requirements: specific content, include as "Physical Requirements".
Conditions of Employment: boilerplate, drop.
Reasonable Accommodation: boilerplate, drop.
Equal Opportunity Employer: boilerplate, drop.
About MCI: company description, could include as "About the company" but not in example. Might drop to keep few sections. The rule says "Preserve ALL substantive information". About MCI is substantive about company. But the user said "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate". About MCI is not boilerplate, it's company info. However, the instruction: "Reformat a job posting into clean, well-structured semantic HTML." The job posting includes About MCI. I think we should include it as a section, maybe "About the company". But the example headings don't include it. The rule: "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It says e.g., so we can add others. I'll include "About the company" as .
But the user also said: "Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it." No job ID here.
Now, let's write HTML.
Structure:
About the role
...position overview paragraphs...
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
Requirements
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 & PowerPoint
- 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 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
Preferred Qualifications
- Military, local, state or federal government experience is a plus
- Experience working in a contact center environment is a plus.
- Graduation from an accredited two-year or four-year college or university is a plus
- Experience working with Learning Management Systems (LMS) is a plus
Physical Requirements
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
About the company
MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims
for headings, - for lists,
for prose.
I need to preserve all substantive information, not summarize.
Let's parse each section.
Position Overview: several paragraphs. I'll put as
under About the role.
Key Responsibilities: list of bullet points. The text has "POSITION RESPONSIBILITIES" then a list of lines. Some are sentences. I'll make each a
- in a
.
Candidate Qualifications: list of numbered items. Also some prose before. I'll include the intro as then list as
- .
Preferred Qualifications: list of items. I'll include as another list under Requirements maybe with a subheading? But rule says use
for section headings. Could make "Preferred Qualifications" as but that might be too many thin sections. Could combine into Requirements with two sublists: Required and Preferred. But the rule says use - for any list. Could do nested lists? But semantic HTML: maybe separate
for "Preferred Qualifications". However, the rule: "Prefer a few substantive sections over many thin ones." So maybe combine into one "Requirements" section with two lists labeled. But the example headings include "Requirements, Qualifications". Could have "Requirements" and "Preferred Qualifications" as separate? I'll do "Requirements" for required, and "Preferred Qualifications" as another because it's distinct.
Physical Requirements: specific content, include as "Physical Requirements".
Conditions of Employment: boilerplate, drop.
Reasonable Accommodation: boilerplate, drop.
Equal Opportunity Employer: boilerplate, drop.
About MCI: company description, could include as "About the company" but not in example. Might drop to keep few sections. The rule says "Preserve ALL substantive information". About MCI is substantive about company. But the user said "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate". About MCI is not boilerplate, it's company info. However, the instruction: "Reformat a job posting into clean, well-structured semantic HTML." The job posting includes About MCI. I think we should include it as a section, maybe "About the company". But the example headings don't include it. The rule: "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It says e.g., so we can add others. I'll include "About the company" as .
But the user also said: "Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it." No job ID here.
Now, let's write HTML.
Structure:
About the role
...position overview paragraphs...
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
Requirements
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 & PowerPoint
- 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 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
Preferred Qualifications
- Military, local, state or federal government experience is a plus
- Experience working in a contact center environment is a plus.
- Graduation from an accredited two-year or four-year college or university is a plus
- Experience working with Learning Management Systems (LMS) is a plus
Physical Requirements
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
About the company
MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims
for prose. I need to preserve all substantive information, not summarize. Let's parse each section. Position Overview: several paragraphs. I'll put as
under About the role. Key Responsibilities: list of bullet points. The text has "POSITION RESPONSIBILITIES" then a list of lines. Some are sentences. I'll make each a
- .
Candidate Qualifications: list of numbered items. Also some prose before. I'll include the intro as
- .
Preferred Qualifications: list of items. I'll include as another list under Requirements maybe with a subheading? But rule says use
for section headings. Could make "Preferred Qualifications" as
but that might be too many thin sections. Could combine into Requirements with two sublists: Required and Preferred. But the rule says use
- for any list. Could do nested lists? But semantic HTML: maybe separate
for "Preferred Qualifications". However, the rule: "Prefer a few substantive sections over many thin ones." So maybe combine into one "Requirements" section with two lists labeled. But the example headings include "Requirements, Qualifications". Could have "Requirements" and "Preferred Qualifications" as separate? I'll do "Requirements" for required, and "Preferred Qualifications" as another
because it's distinct. Physical Requirements: specific content, include as
"Physical Requirements". Conditions of Employment: boilerplate, drop. Reasonable Accommodation: boilerplate, drop. Equal Opportunity Employer: boilerplate, drop. About MCI: company description, could include as "About the company" but not in example. Might drop to keep few sections. The rule says "Preserve ALL substantive information". About MCI is substantive about company. But the user said "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate". About MCI is not boilerplate, it's company info. However, the instruction: "Reformat a job posting into clean, well-structured semantic HTML." The job posting includes About MCI. I think we should include it as a section, maybe "About the company". But the example headings don't include it. The rule: "use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It says e.g., so we can add others. I'll include "About the company" as
. But the user also said: "Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it." No job ID here. Now, let's write HTML. Structure:
About the role
...position overview paragraphs...
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
Requirements
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 & PowerPoint
- 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 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
Preferred Qualifications
- Military, local, state or federal government experience is a plus
- Experience working in a contact center environment is a plus.
- Graduation from an accredited two-year or four-year college or university is a plus
- Experience working with Learning Management Systems (LMS) is a plus
Physical Requirements
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
About the company
MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims
- for any list. Could do nested lists? But semantic HTML: maybe separate
then list as