Call Center Training Instructor I
Company: MCI Careers
Location: Savannah
Posted on: January 27, 2023
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Job Description:
LOCATION:
Savannah, GA
JOB TYPE:
Full-Time
PAY TYPES:
Salary + Bonus
SALARY:
$30000 - $50000 / year
BENEFITS & PERKS:
MANAGEMENT: Paid Time Off, Medical, Dental, Vision, Life Insurance,
Retirement, Company Cell Phone, Company Laptop, Advancement
APPLICATION DETAILS:
No Resume Required, On-site Interview
POSITION OVERVIEW:
NEW HIRE TRAINING INSTRUCTOR SUPPORTING COMMERCIAL AND PUBLIC
SECTOR CLIENTSOur 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. 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.
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POSITION RESPONSIBILITIES:
WHAT DOES SOMEONE IN THIS ROLE DO?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. The training is responsible for the
entire training lifecycle, including all pre-training prep work,
training delivery, learning schedules, and maintaining participant
records. Essential DutiesFacilitate 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 objectiveCreate 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 reportsImproves 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
effectivenessDevelop 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 performanceMonitor trainees' knowledge
before and after training to help determine follow-up training
requiredProvide 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
sessionsUtilize established curriculum and assist in developing new
educational materialsPerform other related duties as assigned
CANDIDATE QUALIFICATIONS:
WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? The ideal candidate
for this role shares an understanding of the growth objectives of
the organization and can professionally represent the company
internally and to the client. Must exhibit good business judgment
and acumen to be both confident and flexible in their views.
Candidates should possess a fun and enthusiastic disposition and be
capable of teaching and motivating a wide range of personalities
and learning styles1+ years of experience teaching or training in a
classroom environment (in person or virtual) Associate degree and
combination of education and relevant work experienceExceptional
interpersonal & communication skillsWorking knowledge of Microsoft
Office including Outlook, Excel, Word & PowerPointUnderstanding of
training tools and techniques Possess practical conflict resolution
skills (both customer and agent conflict)Possess time management,
planning, organizational and multi-tasking skillsExcellent
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 environmentExcellent 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 gapsComfortable
providing and accepting critical feedback.Capable of prioritizing
and organizing work efficiently to meet deadlinesExperience in
assessing learning needs and identifying performance gapsExperience
defining curriculum strategies and training plansExperience
designing and developing training content, courses or programs, and
training evaluationPREFERRED QUALIFICATIONS:Military, local, state
or federal government experience is a plusExperience working ina
contact center environment is a plus.Graduation from an accredited
two-year or four-year college or university is a plusExperience
working with Learning Management Systems (LMS) is a plus
CONDITIONS OF EMPLOYMENT:
Must be authorized to work in their country of residence (The
United States or Canada)Must be willing to submit up to a LEVEL II
background and/or security investigation with a fingerprint. Job
offers are contingent on background/security investigation
resultsMust be willing to submit to drug screening. Job offers are
contingent on drug screening results.
COMPENSATION DETAILS:
WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?We believe that hard
work should pay off, so we make sure that our compensation and
total rewards are competitive. Standard starting compensation is
commensurate with experience. Regular reviews and raises are
awarded based on tenure and performance, so our employees make more
each year.Employees earn paid time off as well as paid holidays and
paid training opportunities.Regular daily, weekly and monthly
incentives are part of the overall compensation our team members
enjoy and include monetary incentive and prizes such as computers,
tablets, phones, TVs, trips, tickets, and even cars.In addition to
our standard group benefits offering for full-time employees
following 90-days of employment, all employees are eligible to opt
for our MEC medical plan after only 30-days of employment. Benefits
options and plans vary slightly by location.JUST A FEW OF THE
BENEFITSMedical, Dental, and Vision Coverage OptionsPaid
Time-OffRegular RaisesWork-at-Home OpportunitiesAdvancement
OpportunityFun, Engaging Work EnvironmentCasual Dress CodeCash and
Prize Contests
PHYSICAL REQUIREMENTS:
This job operates in a professional office environment. While
performing the duties of this job, the employee will be largely
sedentary and will be required to sit/stand for long periods while
using a computer and telephone headset. The employee will be
regularly required to operate a computer and other office
equipment, including a phone, copier, and printer. The employee may
occasionally be required to move about the office to accomplish
tasks; reach in any direction; raise or lower objects, move objects
from place to place, hold onto objects, and move or exert force up
to forty (40) pounds.
REASONABLE ACCOMMODATION:
Consistent with the Americans with Disabilities Act (ADA) it is the
policy of MCI and affiliates to provide reasonable accommodation
when requested by a qualified applicant or employee with a
disability unless such accommodation would cause undue hardship.
The policy regarding requests for reasonable accommodation applies
to all aspects of employment. If reasonable accommodation is
needed, please contact Kate Murph, Vice President of Human
Resources, kate.murph@mci.world.
DIVERSITY AND EQUALITY:
At MCI and its subsidiaries, we embrace differences and believe
diversity is a benefit to our employees, our company, our
customers, and our community. All aspects of employment at MCI are
based solely on a person's merit and qualifications. MCI maintains
a work environment free from discrimination, one where employees
are treated with dignity and respect. All employees share in the
responsibility for fulfilling MCI's commitment to a diverse and
equal opportunity work environment.MCI does not discriminate
against any employee or applicant on the basis of age, ancestry,
color, family or medical care leave, gender identity or expression,
genetic information, marital status, medical condition, national
origin, physical or mental disability, political affiliation,
protected veteran status, race, religion, sex (including
pregnancy), sexual orientation, or any other characteristic
protected by applicable laws, regulations, and ordinances.MCI will
consider for employment qualified applicants with criminal
histories in a manner consistent with local and federal
requirements.MCI will not tolerate discrimination or harassment
based on any of these characteristics.We adhere to these principles
in all aspects of employment, including recruitment, hiring,
training, compensation, promotion,benefits, social and recreational
programs, anddiscipline. In addition, it is the policy of MCI to
provide reasonable accommodation to qualified employees who have
protected disabilities to the extent required by applicable laws,
regulations, and ordinances where an employee works.
ABOUT MCI (PARENT COMPANY):
MCI helps customers take on their CX and DX challenges differently,
creating industry-leading solutions that deliver exceptional
experiences and drive optimal performance. MCI assists companies
with business process outsourcing, staff augmentation, contact
center customer services, and IT Services needs by providing
general and specialized hosting, software, staff, and services.In
2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as
Iowas Fastest Growing Company in the State of Iowa and was named
the 452nd Fastest Growing Privately Company in the USA, making the
coveted top 500 for the first time. MCIs subsidiaries had
previously made Inc. Magazine's List of Fastest-Growing Companies
15 times respectively. MCI has fifteen business process outsourcing
service delivery facilities in Iowa, Georgia, Florida, Texas,
Massachusetts, New Hampshire, South Dakota, New Mexico, California,
Kansas, and Nova Scotia. Driving modernization through
digitalization, MCI ensures clients do more for less. MCI is the
holding company for a diverse lineup of tech-enabled business
services operating companies. MCI organically grows, acquires, and
operates companies that have a synergistic products and services
portfolios, including but not limited to Automated Contact Center
Solutions (ACCS), customer contact management, IT Services (IT
Schedule 70), and Temporary and Administrative Professional
Staffing (TAPS Schedule 736), Business Process Management (BPM),
Business Process Outsourcing (BPO), Claims Processing, Collections,
Customer Experience Provider (CXP), Customer Service, Digital
Experience Provider (DXP), Account Receivables Management (ARM),
Application Software Development, Managed Services, and Technology
Services, to mid-market, Federal & enterprise partners. MCI now
employs 10,000+ talented individuals with 150+ diverse North
American client partners across the following MCI brands:
GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney
Call Center, OnBrand24, and Valor Intelligent Processing (VIP).
REGARDING COVID-19:
As an employer supporting critical Federal, State, Provincial, and
Commercial clients, we have taken steps to ensure that we remain
operational while taking every precaution possible to prevent the
spread of COVID-19 and keep our employees safe.Measures include
social distancing for those working on-site, frequent deep cleaning
and disinfecting of workstations and common areas, daily
contactless temperature checks for those essential employees
working on-site, travel policies limiting travel and mandatory
quarantine, reporting and quarantine processes and policies for
those exposed, and requesting masks to be worn when on-site
employees are not at their workstation.For more information on MCIs
response to COVID-19 please visit www.mci.world/covid-19.
DISCLAIMER:
The purpose of the above job description is to provide potential
candidates with a general overview of the role. It's not an
all-inclusive list of the duties, responsibilities, skills, and
qualifications required for the job. You may be asked by your
supervisors or managers to perform other duties. You will be
evaluated in part based upon your performance of the tasks listed
in this job description.The employer has the right to revise this
job description at any time. This job description is not a contract
for employment, and either you or the employer may terminate
employment at any time, for any reason.
DISCLAIMER:
The purpose of the above job description is to provide potential
candidates with a general overview of the role. It's not an
all-inclusive list of the duties, responsibilities, skills, and
qualifications required for the job. You may be asked by your
supervisors or managers to perform other duties. You will be
evaluated in part based upon your performance of the tasks listed
in this job description.The employer has the right to revise this
job description at any time. This job description is not a contract
for employment, and either you or the employer may terminate
employment at any time, for any reason.
Keywords: MCI Careers, Savannah , Call Center Training Instructor I, Other , Savannah, Georgia
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