Training Specialist
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Job Description
About MCI
MCI is a leading Business Process Outsourcing (BPO) company specializing in tailored solutions for diverse client needs. They are committed to excellence and innovation, offering services like business process outsourcing, staff augmentation, contact center customer services, and IT services. MCI is a holding company for various tech-enabled business services operating companies. They organically grow, acquire, and operate companies with synergistic products and service portfolios. MCI employs over 10,000 individuals and has multiple service delivery facilities across various countries. They focus on helping customers modernize through digitalization to achieve more for less.
Job Description: Training Specialist
MCI is seeking a dynamic and experienced Training Specialist to join their team. 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, ensuring understanding of company 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:
• Highly motivated and dedicated.
• 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.
Additional Requirements:
• Must be authorized to work in the country where the job is based.
• Must be willing to submit to background/security investigations and drug screening (where applicable).
Compensation & Benefits:
MCI offers a competitive compensation and benefits package, including:
• Paid Time Off
• Incentives & Rewards
• Health Benefits
• Retirement Savings (where available)
• Disability Insurance
• Life Insurance
• Career Growth Opportunities
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code
