Call Center Training Instructor

OneMCI•Iowa City, IA

3d•Onsite

About The Position

MCI is seeking an experienced call center customer service or sales trainer to deliver new-hire training for commercial and public sector clients. The instructor is responsible for onboarding, training delivery, and developing training materials and curricula. This full-time, local, on-site position calls for a charismatic public speaker who is friendly, creative, reliable, and has a strong work ethic. Candidates must have a background in call center customer service or sales, or experience providing group instruction in a corporate classroom setting. Applicants must complete a full application on MCI’s careers page, including screening questions and a brief pre-employment test. The role provides classroom-style instruction on products, services, techniques, systems, and processes; develops learning materials using adult-learning methods; and works with business partners and subject matter experts on needs analysis and learning objectives. The instructor assesses learner knowledge and curriculum effectiveness, provides follow-up coaching, and supports representatives in improving job performance and quality. 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. Regular computer and office-equipment use is required; occasional movement around the office and handling or exerting force on objects weighing up to 40 pounds may be necessary. Employment is contingent on meeting work-authorization requirements and, as applicable, passing a background or security investigation and drug screening.

Requirements

At least 1 year of experience teaching or training in a classroom environment, in person or virtually.
An associate degree combined with education and relevant work experience.
Background in call center customer service or sales, or experience with 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, and 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 evaluations.
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 with fingerprinting, where applicable.
Must be willing to submit to drug screening, except where the posting states it does not apply in Canada.
Must complete the full application, screening questions, and brief pre-employment test.

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 with planning, conducting, coordinating, and implementing a comprehensive staff training program.
Work with business partners and subject matter experts to perform needs analysis and develop learning objectives.
Create and develop curricula and training materials based on adult-learning techniques, including ADDIE and Rapid Course Development.
Develop and maintain training tools, including worksheets, templates, databases, and reports.
Improve training effectiveness by introducing approaches and techniques and making support readily available and integrated 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 determine whether follow-up training is needed.
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.