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.
• Works 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.

Requirements

• Achieve 1+ years of experience teaching or training in a classroom environment (in person or virtual).
• Hold an Associate degree and combination of education and relevant work experience.
• Show exceptional interpersonal & communication skills.
• Show working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint.
• Show practical conflict resolution skills (both customer and agent conflict).
• Show time management, planning, organizational and multi-tasking skills.
• Show excellent presentation skills (oral and written), as well as the ability to motivate, teach and inspire staff.
• Show ability to work in a professional but fast-paced environment.
• Show excellent planning, class management, and coordination skills and ability to work with a variety of learning styles.
• Show strong understanding of adult learning theory, curriculum design, and training.
• Show comfort delivering constructive feedback to address knowledge, skill, and performance gaps.
• Show comfort providing and accepting critical feedback.
• Show capability to prioritize and organize work efficiently to meet deadlines.
• Show experience in assessing learning needs and identifying performance gaps.
• Show experience defining curriculum strategies and training plans.
• Show experience designing and developing training content, courses or programs, and training evaluation.

Qualifications

• Preferred qualifications include 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), and experience in assessing learning needs and identifying performance gaps.