Call Center Training Instructor

OneMCI•Iowa City, IA

1d•Onsite

About The Position

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. Our employee development team is looking for experienced call center customer service and sales trainers to facilitate new hire training on behalf of commercial and public sector clients. In this role you will be responsible for onboarding processes, training delivery, and material and curriculum development. This is a full-time, local, and on-site position. Candidates for this role should be charismatic public speakers, friendly, creative, highly reliable, and possess a strong work ethic. A background in call center customer service or sales or experience in group instruction in a corporate classroom setting required. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Requirements

1+ years of experience teaching or training in a classroom environment (in person or virtual)
Associate degree and combination of education and relevant work experience
Exceptional interpersonal & communication skills
Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
Understanding of training tools and techniques
Possess practical conflict resolution skills (both customer and agent conflict)
Possess time management, planning, organizational and multi-tasking skills
Excellent presentation skills (oral and written), as well as the ability to motivate, teach and inspire staff.
Ability to work in a professional but fast-paced environment
Excellent planning, class management, and coordination skills and ability to work with a variety of learning styles.
Strong understanding of adult learning theory, curriculum design, and training.
Comfortable delivering constructive feedback to address knowledge, skill, and performance gaps
Comfortable providing and accepting critical feedback.
Capable of prioritizing and organizing work efficiently to meet deadlines
Experience in 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

Nice To Haves

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

Responsibilities

Provide onboarding training for the newest members of our customer service and sales team and work with representatives to improve ongoing performance.
Facilitate classroom-style training on products, services, techniques, systems, and processes.
Assists in planning, conducting, coordinating, and implementing a comprehensive training program for staff.
Work extensively with business partners and SMEs to perform needs analysis, develop learning objective
Create and develop training curriculums and training materials based on proven adult learning techniques, including ADDIE, Rapid Course Development, and Adult Learning Theory.
Develop and maintain training tools, including worksheets, templates, databases, and reports
Improves training effectiveness by implementing new approaches and techniques, making support readily available, integrating support with routine job functions.
Use a variety of instructional methods to ensure maximum delivery effectiveness
Develop and create training resources and maintain/update systems training environment and library of training resources to align with operational excellence.
Develop assessments to measure and assess the effectiveness of the curriculum and learner performance
Monitor trainees' knowledge before and after training to help determine follow-up training required
Provide follow-up coaching about job performance and quality assurance to new employees after training.
Work one-on-one with representatives to reinforce skills taught during training sessions
Utilize established curriculum and assist in developing new educational materials
Perform other related duties as assigned

Benefits

Paid Time Off: Earn PTO and paid holidays to take the time you need.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
Life Insurance: Access life insurance options to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance
Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.