Call Center Training Instructor

MCI Careers•Iowa City, IA

3d•Onsite

About The Position

MCI is hiring an experienced call center customer service and sales trainer to facilitate new-hire training for commercial and public-sector clients. The instructor is responsible for onboarding, delivering training, and developing training materials and curricula. This is a full-time, local, on-site position in a professional office environment. Applicants should be charismatic public speakers who are friendly, creative, highly reliable, and possess a strong work ethic. A background in call center customer service or sales, or experience providing group instruction in a corporate classroom setting, is required. The role includes teaching classroom-style courses on products, services, techniques, systems, and processes; partnering with business partners and subject-matter experts to assess needs and develop learning objectives; creating curricula and materials using adult learning methods; assessing learner knowledge and curriculum effectiveness; and coaching and supporting representatives after training. Candidates must complete a full application, screening questions, and a brief pre-employment test. The position operates in a professional office environment. Work is largely sedentary and involves sitting or standing for extended periods while using a computer and telephone headset. Employees regularly operate computers and office equipment and may occasionally move around the office or handle objects weighing up to 40 pounds. Employment is contingent on satisfying applicable work authorization, background/security investigation, and drug-screening conditions.

Requirements

At least 1 year of experience teaching or training in a classroom environment, in person or virtual.
Associate degree and a combination of education and relevant work experience.
Background in call center customer service or sales, or experience in group instruction in a corporate classroom setting.
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.
Strong planning, class-management, and coordination skills, including the ability to work with different learning styles.
Strong understanding of adult learning theory, curriculum design, and training.
Comfort with delivering constructive feedback to address knowledge, skill, and performance gaps and with 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 submit to a Level II background and/or security investigation, potentially including fingerprinting.
Must be willing to submit to drug screening; the posting states this does not apply in Canada.

Nice To Haves

Military, 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 work with representatives to 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 perform needs analyses and develop learning objectives.
Create and develop 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, making support readily available, and integrating support with 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 align with operational excellence.
Develop assessments to measure curriculum effectiveness and learner performance.
Monitor trainees' knowledge before and after training to help determine follow-up training needs.
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 curricula and assist in developing new educational materials.
Perform other related duties as assigned.