Training Lead

About the role

The Training Lead is responsible for the full learning strategy and delivery experience, ensuring that Specialists receive the instruction, support, and resources needed to develop the skills, knowledge, and confidence required to perform successfully in their roles.

Responsibilities

• Leads comprehensive onboarding programs for new hires, ensuring each agent is equipped with the foundational knowledge, skills, and confidence needed to begin handling customer interactions effectively.
• Facilitates a variety of training formats including in-person sessions, virtual classrooms, and self-paced learning modules to support different learning styles and ensure consistent knowledge transfer across a group of approximately 50 agents.
• Designs, leads, or supports ad-hoc and refresher training sessions, addressing emerging needs, product updates, policy changes, and areas where additional reinforcement is required to maintain high performance standards.
• PARTNERS Closely with the Quality team to identify knowledge gaps or recurring errors, and develops targeted training interventions that improve accuracy, compliance, and customer experience outcomes.
• Ensures all Specialists have access to accurate, up-to-date documentation, tools, and learning resources, enabling them to perform confidently and remain aligned with evolving business requirements.
• Maintains, updates, and enhances training materials including lesson plans, slide decks, guides, and digital assets ensuring all content remains current, engaging, and aligned with operational changes.
• MESSES WITH training effectiveness through assessments, feedback, performance trends, and post-training evaluations, using data to refine learning programs and improve overall impact.

Requirements

• 3 years in training, facilitation, or instructional design.
• Strong presentation and adult-learning facilitation skills.
• Experience developing curriculum, lesson plans, or e-learning content.
• Ability to assess training effectiveness using performance data.
• Strong organizational and stakeholder management skills.
• Proficiency with LMS platforms and content development tools.

Nice to Have

• Instructional Design certification (ATD, CPTD, etc.).
• Experience with blended learning programs.
• Exposure to change management or new-hire ramp strategies.

Benefits

Compensation & Benefits that Fit Your Life
MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

Pay

Starting compensation is based on experience.

Schedule

Compensation & Benefits that Fit Your Life