Call Center Training Instructor I

MCI Careers•Las Cruces, NM

3d•Onsite

About The Position

MCI is seeking an experienced call center customer service or sales trainer to facilitate new-hire training for commercial and public sector clients. The instructor is responsible for onboarding, training delivery, and the development of training materials and curricula. This is a full-time, local, on-site position at MCI's Jacksonville contact center. The role includes providing classroom-style instruction, creating and maintaining learning resources, assessing learner knowledge and curriculum effectiveness, and coaching employees after training. The instructor works with business partners and subject-matter experts to identify needs and develop learning objectives, curricula, and training plans using adult learning techniques.

Requirements

At least 1 year of experience teaching or training in a classroom environment, in person or virtually.
An 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, fast-paced environment.
Planning, class management, and coordination skills, and the ability to work with varied learning styles.
Strong understanding of adult learning theory, curriculum design, and training.
Comfort providing constructive feedback to address knowledge, skill, and performance gaps, and providing and accepting 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 evaluation.
Must be authorized to work in the country where the job is based.
Must be willing to undergo a Level II background and/or security investigation, which may include fingerprinting, and drug screening where applicable.

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 to new customer service and sales employees and work with representatives to improve ongoing performance.
Facilitate classroom-style training on products, services, techniques, systems, and processes.
Assist with planning, conducting, coordinating, and implementing comprehensive staff training programs.
Work with business partners and subject-matter experts to perform needs analysis and develop learning objectives.
Create training curricula and materials using 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 and integrating support into routine job functions.
Use a variety of instructional methods to maximize delivery effectiveness.
Develop training resources and maintain or update the systems training environment and resource library to support operational excellence.
Develop assessments to evaluate curriculum effectiveness and learner performance.
Monitor trainees' knowledge before and after training to determine whether follow-up training is needed.
Provide post-training coaching on job performance and quality assurance to new employees.
Work one-on-one with representatives to reinforce skills taught during training.
Use established curriculum and assist in developing new educational materials.
Perform other related duties as assigned.