Training Specialist

Job Description

About MCI

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. 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.

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 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.

Job Description

MCI is seeking a dynamic and experienced Training Specialist to join their team in a remote, work-at-home position. This role is critical in ensuring that new hire agents are effectively onboarded, trained, and continuously developed to meet company standards.

Key Responsibilities:

• Lead initial training and coaching sessions for new hire agents to ensure they understand the company’s products, services, and procedures.
• Create educational materials such as digital presentations, manuals, and instructional videos.
• Conduct regular refresher sessions to keep agents updated on new products and services.
• Measure the effectiveness of training sessions and prepare progress reports.
• Observe daily operations and identify areas where agents need additional training.
• Provide on-the-job coaching to help agents improve their performance.
• Offer ongoing support and mentorship to both new and experienced agents.
• Design and maintain Standard Operating Procedures (SOPs) for training and operations.
• Identify and implement best practices to enhance training effectiveness.
• Work closely with team leaders and managers to ensure training aligns with organizational goals.
• Keep stakeholders informed about training initiatives and progress.
• Manage the onboarding process for new hires to ensure a smooth transition.
• Handle administrative processes related to new hires.
• Provide guidance and support to new hires to help them adapt to the company culture and expectations.

Ideal Candidate Qualities:

• High School Diploma
• 3-4 years of experience working as a call center trainer or team leader.
• Proven experience in designing and delivering training programs.
• Familiarity with adult learning principles and various training methodologies.
• Knowledge of Learning Management Systems (LMS) such as Google Classroom, Blackboard, or Schoology.
• Proficiency in using Zoom as a training environment.
• Understanding of call center metrics, KPIs, and operational procedures.
• Excellent verbal and written communication skills.
• Strong interpersonal skills to effectively mentor and motivate trainees.
• Ability to assess training effectiveness and identify areas for improvement.
• Flexibility to adapt training programs to meet the evolving needs of the call center.
• Strong organizational skills with attention to detail.