at Mass Markets in Wichita, Kansas, United States
Job Description
POSITION OVERVIEW
NEW HIRE TRAINING INSTRUCTOR SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS 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. 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.—
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 Duties+ Facilitate 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 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 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
CANDIDATE QUALIFICATIONS
The ideal candidate for this role would share and understand the high growth objectives of MCI. This position requires a high degree of leadership, creative thinking and dedication to people. The ability to professionally represent MCI internally and client facing is a must. The right candidate will exhibit good business judgment and acumen and be both confident and flexible in their views. This position will require the ability to work with multiple business units to acquire operational knowledge and execute on departmental initiatives. The ideal candidate will possess a fun-natured, enthusiastic, and motivational personality, capable of thriving in a fast-paced and dynamic sales environment. The Training Instructor will exhibit a commitment to continuous improvement and independently pursue self-development to broaden training related job knowledge and stay abreast of industry skills and best practices.+ Associate’s degree and/or relevant work experience
+ Exceptional interpersonal & communication skills
+ Strong supervisory experience including staff development
+ Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
+ Demonstrated ability to drive sales through the actions of others
+ Understanding of call center tools and technology used to manage KPIs and SLAs
+ Possess effective conflict resolution skills (both customer and agent conflict)
+ Possess time management, planning, organizational and multi-tasking skills
+ Ability to learn new products and system
+ Ability to work in a professional fast-paced environment
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, TV’s, 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 BENEFITS+ Medical, Dental, and Vision Coverage Options
+ Paid Time-Off
+ Regular Raises
+ Work-at-Home Opportunities
+ Advancement Opportunity
+ Fun, Engaging Work Environment
+ Casual Dress Code
+ Cash 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.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 results
+ Must be willing to submit to drug screening. Job offers are contingent on drug screening results.
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 MCI’s response to COVID-19 please visit www.mci.world/covid-19.REAS
