Call Center Training Instructor I

OneMCI•Las Cruces, NM

2d•Onsite

About The Position

MCI is hiring an instructor to facilitate new-hire training for commercial and public-sector clients. The role covers onboarding, classroom training delivery, and the development and maintenance of training materials and curricula. The instructor works with business partners, subject-matter experts, and representatives to assess learning needs, strengthen performance, and support operational excellence. This is a full-time, local, on-site position at MCI’s Jacksonville contact center. The role uses adult-learning principles and a range of instructional methods to teach products, services, techniques, systems, and processes. The instructor creates learning resources and assessments, evaluates learner knowledge and curriculum effectiveness, and provides follow-up coaching and feedback. The position operates in a professional office environment and involves extended periods sitting or standing while using a computer and telephone headset. Applicants must complete an application on the company careers page, including screening questions and a brief pre-employment test. Employment is contingent on required background or security investigation results and drug screening. Applicants must be authorized to work in the country where the job is based.

Requirements

At least 1 year of experience teaching or training in a classroom environment, in person or virtually.
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 for customer and agent conflicts.
Time-management, planning, organizational, and multitasking skills.
Excellent oral and written presentation skills and the ability to motivate, teach, and inspire staff.
Ability to work in a professional but fast-paced environment.
Planning, class-management, and coordination skills, including the ability to work with a variety of learning styles.
Strong understanding of adult-learning theory, curriculum design, and training.
Comfort providing constructive feedback to address knowledge, skill, and performance gaps, and giving and receiving critical feedback.
Ability to prioritize and organize work efficiently to meet deadlines.
Experience 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 evaluations.
Must be authorized to work in the country where the job is based.
Must be willing to submit to a Level II background and/or security investigation with fingerprinting, where applicable.
Must be willing to submit to drug screening; the posting states this does not apply in Canada.

Nice To Haves

Military or local, state, or federal government experience.
Experience working in a contact center environment.
Graduation from an accredited two-year or four-year college or university.
Experience working with Learning Management Systems (LMS).

Responsibilities

Provide onboarding training for new customer service and sales team members and help representatives improve ongoing performance.
Facilitate classroom-style training on products, services, techniques, systems, and processes.
Assist in planning, conducting, coordinating, and implementing a comprehensive staff training program.
Work with business partners and subject-matter experts to conduct needs analysis and develop learning objectives.
Create and develop training curricula and materials using adult-learning approaches, including ADDIE and Rapid Course Development.
Develop and maintain training tools such as worksheets, templates, databases, and reports.
Improve training effectiveness by implementing new approaches and techniques and integrating support into routine job functions.
Use a variety of instructional methods to maximize delivery effectiveness.
Create training resources and maintain or update the systems training environment and training resource library.
Develop assessments to evaluate curriculum effectiveness and learner performance.
Monitor trainee knowledge before and after training and help determine follow-up training needs.
Provide post-training coaching about job performance and quality assurance to new employees.
Work one-on-one with representatives to reinforce skills taught during training.
Use established curricula and assist in developing new educational materials.
Perform other related duties as assigned.