Training Specialist
Are you applying to the internship?
Job Description
About the Company:
MCI is a leading Business Process Outsourcing (BPO) company specializing in tailored solutions for diverse client needs. They focus on innovation and aim to be a trusted partner in the industry. They have ten business process outsourcing service delivery facilities across the globe.
Job Description:
MCI is seeking a dynamic and experienced Training Specialist for a remote work-at-home position. This role is critical in effectively onboarding, training, and continuously developing new hire agents to meet company standards.
Key Responsibilities:
• Lead initial training and coaching sessions for new hire agents on company products, services, and procedures.
• Create educational materials, including digital presentations, manuals, and instructional videos.
• Conduct regular refresher sessions to keep agents updated on new products and services.
• Measure training effectiveness and prepare progress reports.
• Observe daily operations and identify areas where agents need additional training.
• Provide on-the-job coaching to improve agent 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 align training 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 a background and/or security investigation with fingerprinting.
• Must be willing to submit to drug screening (Does not apply in Canada)
Compensation & Benefits:
• Competitive starting compensation based on experience.
• Paid Time Off (PTO) and paid holidays.
• Incentives & Rewards (cash bonuses, prizes).
• Health Benefits (medical, dental, and vision coverage).
• Retirement Savings programs (where available).
• Disability Insurance (short- and long-term).
• Life Insurance options.
• Career Growth opportunities.
• Paid Training.
• Fun, Engaging Work Environment.
• Casual Dress Code.
