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Call Center Training Instructor I

Company: MCI Careers
Location: Savannah
Posted on: January 27, 2023

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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