Call Center Training Instructor

MCI; Iowa City (IA); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Paid Time Off

Health Benefits

Incentives & Rewards

Career Growth opportunities

Paid Training

Job summary

MCI is seeking experienced call center customer service and sales trainers to provide onboarding training and develop curricula for various clients. The ideal candidate should have a background in training and strong communication skills.

This role offers an array of benefits including paid time off, health coverage, and career growth opportunities in a supportive environment.

Qualifications

• 1+ years of experience teaching or training in a classroom environment (in person or virtual).
• Exceptional interpersonal and communication skills.
• Working knowledge of Microsoft Office including Outlook, Excel, Word, and PowerPoint.

Responsibilities

• Provide onboarding training for new members of the customer service and sales team.
• Facilitate classroom-style training on products, services, techniques, systems, and processes.
• Assist in planning and implementing a comprehensive training program for staff.

Skills

Interpersonal skills

Communication skills

Microsoft Office knowledge

Time management

Presentation skills

Adult learning theory comprehension

Education

Associate degree or equivalent experience

Tools

Learning Management Systems (LMS)

Job description

MCI is a technology-enabled business services company offering CX, BPO, and XaaS solutions across multiple industries. The Employee Development Team is hiring experienced call center customer service and sales trainers to deliver onboarding training and curriculum development for commercial and public sector clients.

Key Responsibilities

• Provide onboarding training for new 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.
• Assist in planning, conducting, coordinating, and implementing a comprehensive training program for staff.
• Work extensively with business partners and SMEs to perform needs analysis and develop learning objectives.
• Create and develop training curriculums and 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, and 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).
• Associate degree and a combination of education and relevant work experience.
• Exceptional interpersonal and communication skills.
• Working knowledge of Microsoft Office including Outlook, Excel, Word, and PowerPoint.
• Understanding of training tools and techniques.
• Practical conflict resolution skills (both customer and agent conflict).
• Time management, planning, organizational and multi-tasking skills.
• Excellent presentation skills (oral and written), and 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.

Benefits

• Paid Time Off and paid holidays.
• Incentives & Rewards including daily, weekly, and monthly contests with cash bonuses and prizes.
• Health Benefits: comprehensive medical, dental, and vision coverage for full-time employees after 60 days of employment.
• Retirement Savings programs where available.
• Disability Insurance: short-term disability coverage.
• Life Insurance options.
• Supplemental Insurance: accident and critical illness insurance.
• Career Growth opportunities through internal promotions.
• Paid Training to learn new skills while earning a paycheck.
• Fun, engaging work environment with a team-oriented culture.
• Casual Dress Code.

Working Conditions

The job operates in a professional office environment. The employee will be largely sedentary and will be required to sit or 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, and may occasionally be required to move about the office, reach in any direction, raise or lower objects, move objects from place to place, and exert force up to forty (40) pounds.

Requirements

• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal‑opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care 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. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all‑inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.