Learning Architect: CX Training Lead

MCI; Wichita (KS); On-site; USD 55,000 - 90,000; Full time

Benefits offered by this job

Paid Time Off & holidays

Incentives & Rewards

Health Benefits

Job summary

MCI is seeking a Training Lead to own the learning strategy and delivery for a team of approximately 50 agents, combining on-site and remote training approaches to elevate customer experience and performance.

You will design and deliver onboarding, recurring training, and refresher sessions, partnering with Quality to close gaps and ensure up-to-date resources across the organization.

Qualifications

• 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.

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.
• Measures training effectiveness through assessments, feedback, performance trends, and post-training evaluations, using data to refine learning programs and improve overall impact.

Skills

Training

Facilitation

Instructional design

Tools

LMS platforms

Content development tools

Job description

MCI is seeking a Training Lead to own the learning strategy and delivery for a team of approximately 50 agents, combining on-site and remote training approaches to elevate customer experience and performance.

You will design and deliver onboarding, recurring training, and refresher sessions, partnering with Quality to close gaps and ensure up-to-date resources across the organization.