Training Specialist

MCI; Orlando (FL); Remote; USD 45,000 - 65,000; Full time

Job summary

MCI is seeking a dynamic Training Specialist to ensure effective onboarding and development of new hire agents. This role involves conducting training sessions, designing educational materials, and implementing improvements to meet company standards. Ideal candidates will possess excellent communication and organizational skills.

Benefits

Competitive pay based on experience

PTO and incentives

Health coverage and retirement plans

Disability and life insurance

Paid training

Career growth opportunities

Supportive work environment

Qualifications

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

Responsibilities

• Lead training sessions for new hire agents.
• Create educational materials like presentations and manuals.
• Measure training effectiveness and prepare progress reports.

Skills

Communication skills

Interpersonal skills

Motivational skills

Organizational skills

Adaptability

Education

High School Diploma

Tools

Google Classroom

Blackboard

Schoology

Zoom

Job description

Join to apply for the Training Specialist role at MCI

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

We are seeking a dynamic and experienced Training Specialist to join our team. This role is critical in ensuring that new hire agents are effectively onboarded, trained, and continuously developed to meet company standards. The ideal candidate will be responsible for conducting training sessions, designing educational materials, monitoring performance, and implementing process improvements. This position requires excellent communication skills, a strong understanding of training methodologies, and the ability to mentor and motivate employees.

Application Process

To be considered, complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Key Responsibilities

• Lead initial training and coaching sessions for new hire agents to ensure understanding of products, services, and procedures.
• Create educational materials such as digital presentations, manuals, and instructional videos.
• Conduct refresher sessions for updates on new products and services.
• Measure training effectiveness and prepare progress reports.
• Observe daily operations to identify additional training needs.
• Provide on-the-job coaching and ongoing support to agents.
• Design and maintain SOPs for training and operations.
• Work with team leaders to align training with organizational goals.
• Manage onboarding processes for new hires.
• Handle administrative tasks related to training and onboarding.

Candidate Qualifications

• High School Diploma
• 3-4 years experience as a call center trainer or team leader
• Experience in designing and delivering training programs
• Knowledge of adult learning principles and training methodologies
• Familiarity with LMS platforms like Google Classroom, Blackboard, or Schoology
• Proficiency with Zoom for training sessions
• Understanding of call center metrics and KPIs
• Excellent communication skills
• Strong interpersonal and motivational skills
• Ability to assess and improve training effectiveness
• Adaptability to evolving training needs
• Strong organizational skills with attention to detail

Conditions of Employment

• Must be authorized to work in the job’s location
• Willing to submit to background/security checks and drug screening as applicable

Compensation & Benefits

We offer competitive pay based on experience, along with benefits such as PTO, incentives, health coverage, retirement plans, disability and life insurance, career growth opportunities, paid training, and a supportive work environment.

Physical Requirements

This role is largely sedentary, involving sitting/standing for long periods, using computers and office equipment. Occasional movement and lifting up to 40 pounds may be required.

Equal Opportunity & Diversity

MCI is committed to a diverse, inclusive workplace free from discrimination. We provide accommodations for qualified individuals with disabilities and consider all applicants fairly.

About MCI

MCI provides innovative customer experience and digital transformation solutions, supporting clients across various industries. Recognized for rapid growth and industry leadership, MCI operates multiple facilities across North America and beyond, employing over 10,000 professionals.

Note

This description is a general overview and may be revised. Employment is at-will, and this document is not a contract.