Call Center Training Instructor I

About the role

The Employee Development Team at MCI is seeking experienced call center customer service and sales trainers to facilitate new hire training for commercial and public sector clients. Trainers will be responsible for onboarding processes, training delivery, and material and curriculum development.

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 objectives.
• 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.
• Improve 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.

Qualifications

• 1+ years of experience teaching or training in a classroom environment (in person or virtual).
• Ace degree and combination of education and relevant work experience.
• Exceptional interpersonal & communication skills.
• Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint.
• 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; experience working in a contact center environment; graduation from an accredited two-year or four-year college or university; experience working with Learning Management Systems (LMS);

Benefits

Compensation details are provided in the job description. MCI offers a variety of benefits and incentives to support and reward our team members, including health benefits, retirement savings, disability insurance, life insurance, and paid training. MCI also provides a casual dress code, flexible work hours, and a supportive work environment.