Training Instructor

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 fulltime local onsite position and requires employees to report to work at our Las Cruces contact center.

To be considered for this role you must complete a full application on our company careers page including all screening questions and a brief preemployment test.

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 online learning handson 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 pretraining prep work training delivery learning schedules and maintaining participant records.

Key Responsibilities:

• Facilitate classroomstyle 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 objective
• 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
• Improves 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 followup training required
• Provide followup coaching about job performance and quality assurance to new employees after training;
• Work oneonone 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

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION

Its about building relationships and turning the knowledge you gain in training into customer wins. Representatives make a difference to customers and the company providing overthephone customer service sales and technical support. We provide all new employees with worldclass training so all positive driven and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated energetic and dedicated.

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with dataentry utilizing a computer
• The ability to read and speak English fluently
• Have a wired highspeed 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 followup on customer issues
• An aptitude for conflict resolution problem solving and negotiation
• Must be customer service oriented (empathetic responsive patient and conscientious)
• Ability to multitask stay focused and selfmanage
• Strong team orientation and customer focus
• The ability to thrive in a fastpaced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationshipswith your team and customers

Preferred (Not Required)

• One 1 year of experience incustomer service technical support inside sales backoffice chat or administrative support in a contact center environment
• State or Federal work experience

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• 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 results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION

At MCI we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:
We understand the importance of balance and support which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• 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 vacationsand sometimes even cars!
• Health Benefits: Fulltime employees are eligible for comprehensive medical dental and vision coverage after 90 days of employment and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs where available.
• Disability Insurance: Short and longterm disability coverage is available to help protect you during unexpected challenges.
• 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 teamoriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Compensation & Benefits that Fit Your Life
MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography the core of our commitment remains the same: rewarding effort providing growth opportunities and creating an environment where every employee feels valued.

If youre ready to join a company that recognizes your contributions and supports your growth MCI is the place for you. Apply today!

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.

Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed please contact Human Resources.

At MCI and its subsidiaries we embrace differences and believe diversity benefits our employees company customers and community. All aspects of employment at MCI are based solely on a persons merit and qualifications. MCI maintains a work environment free from discrimination where employees are treated with dignity and respect. All employees are responsible for fulfilling MCIs commitment to a diverse and equalopportunity 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 will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these adhere to these principles in all aspects of employment including recruitment hiring training compensation promotionbenefits social and recreational programs anddiscipline. In addition MCIs policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws regulations and ordinances where an employee works.

MCI helps customers take on their CX and DX challenges differently creating industryleading 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. Magazines List of FastestGrowing Companies 15 times respectively. MCI has ten business process outsourcing service delivery facilities in Georgia Florida Texas New Mexico California Kansas Nova Scotia South Africa and the Philippines.

Driving modernization through digitalization MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of techenabled business services operating companies. MCI organically grows acquires and operates companies that have 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 midmarket Federal & enterprise partners. MCI now employs 10000 talented individuals with 150 diverse North American client partners across the following MCI brands: MCI BPO MCI BPOaaS MarketForce GravisApps Gravis Marketing MarchEast Mass Markets MCI Federal Services (MFS) OnBrand24 The Sydney Call Center Valor Intelligent Processing (VIP) BYC Aqua EastWest BPO TeleTechnology and Vinculum.

The purpose of the above job description is to provide potential candidates with a general overview of the role. Its not an allinclusive 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 on 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 an employment contract and either you or the employer may terminate employment at any time for any reason.