Training Specialist

MCI; Edmond (OK); Remote; USD 50,000 - 70,000; Full time

Job summary

MCI is looking for a Training Specialist to lead and develop training programs for new hire agents. You will design educational materials, conduct training sessions, and provide ongoing support to ensure agents meet their performance goals. Join MCI to contribute to a dynamic team in a flexible work environment.

Benefits

Paid time off

Health coverage

Retirement plans

Career growth opportunities

Qualifications

• 3-4 years of experience as a call center trainer or team leader.
• Proven experience in designing and delivering training programs.
• Familiarity with adult learning principles.

Responsibilities

• Lead training and coaching sessions for new agents.
• Create educational materials such as manuals and presentations.
• Measure effectiveness of training sessions.

Skills

Communication

Training Development

Mentoring

Organizational Skills

Education

High School Diploma

Tools

Learning Management Systems

Zoom

Job description

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Position Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

Remote Work-at-Home

Key Responsibilities

• Lead initial training and coaching sessions for new hire agents to ensure they understand the company’s products, services, and procedures.
• Create educational materials such as digital presentations, manuals, and instructional videos.
• Conduct regular refresher sessions to keep agents updated on new products and services.
• Measure the effectiveness of training sessions and prepare progress reports.
• Observe daily operations and identify areas where agents need additional training.
• Provide on-the-job coaching to help agents improve their performance.
• Offer ongoing support and mentorship to both new and experienced agents.
• Design and maintain Standard Operating Procedures (SOPs) for training and operations.
• Identify and implement best practices to enhance training effectiveness.
• Work closely with team leaders and managers to ensure training aligns with organizational goals.
• Keep stakeholders informed about training initiatives and progress.
• Manage the onboarding process for new hires to ensure a smooth transition.
• Handle administrative processes related to new hires.
• Provide guidance and support to new hires to help them adapt to the company culture and expectations.

Candidate Qualifications

• High School Diploma
• 3-4 years of experience working as a call center trainer or team leader.
• Proven experience in designing and delivering training programs.
• Familiarity with adult learning principles and various training methodologies.
• Knowledge of Learning Management Systems (LMS) such as Google Classroom, Blackboard, or Schoology.
• Proficiency in using Zoom as a training environment.
• Understanding of call center metrics, KPIs, and operational procedures.
• Excellent verbal and written communication skills.
• Strong interpersonal skills to effectively mentor and motivate trainees.
• Ability to assess training effectiveness and identify areas for improvement.
• Flexibility to adapt training programs to meet the evolving needs of the call center.
• Strong organizational skills with attention to detail.

Conditions of Employment

• 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. (Does not apply in Canada)

Compensation and Benefits

Starting compensation is based on experience. We offer benefits such as paid time off, incentives, health coverage, retirement plans, disability and life insurance, career growth opportunities, paid training, and a casual work environment.

Physical Requirements

This role is largely sedentary, requiring sitting/standing for long periods, operating computers and office equipment, and occasionally moving around the office.

Equal Opportunity and Diversity

MCI is committed to providing a work environment free from discrimination and harassment, embracing diversity and equality in all employment aspects.

About MCI

MCI is a global provider of business process outsourcing, contact center, and IT services, recognized for rapid growth and innovative solutions.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Industry: Outsourcing and Offshoring Consulting

Apply today to join a company that values your contributions and supports your growth!