Training Instructor

Mci World-posted 8 months ago

Full-time • Entry Level

Las Cruces, NM

Administrative and Support Services

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MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. 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. 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. This is a full-time, local, on-site position and requires employees to report to work at our Las Cruces contact center.

Provide onboarding training for the newest members of our customer service and sales team and work with representatives to improve ongoing performance.
Facilitates learning through a variety of delivery methods to develop participants' skill sets.
Training methodologies may include classroom instruction, on-line learning, hands-on labs, peer to peer coaching, and team meeting training, conference calls, and train the trainer sessions.
Responsible for the entire training lifecycle, including all pre-training prep work, training delivery, learning schedules, and maintaining participant records.
Facilitate classroom-style training on products, services, techniques, systems, and processes.
Assist 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 objectives.
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.
Improve 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.

Must be 18 years of age or older.
High school diploma or equivalent.
Experience with data-entry utilizing a computer.
The ability to read and speak English fluently.
Have a wired, high-speed internet connection (Download speed of 20Mbps+).
Excellent organizational, written, and oral communication skills.
The ability to type swiftly and accurately (20+ words a minute).
Ability to work regularly scheduled shifts within our hours of operation including the training period.
Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications.
Highly reliable with the ability to maintain regular attendance and punctuality.
The ability to evaluate, troubleshoot, and follow-up on customer issues.
An aptitude for conflict resolution, problem solving and negotiation.
Must be customer service oriented (empathetic, responsive, patient, and conscientious).
Ability to multi-task, stay focused, and self-manage.
Strong team orientation and customer focus.
The ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
Excellent interpersonal skills and the ability to build relationships with your team and customers.

One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment.
State or Federal work experience.

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 90 days of employment.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short- and long-term disability coverage is available.
Life Insurance: Access life insurance options to safeguard your loved ones.
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.

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