Job Description

Overview

Position Overview
MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. We are seeking a dynamic and experienced Training Specialist to join our team. This role is critical in ensuring that new hire agents are effectively onboarded, trained, and continuously developed to meet company standards. The ideal candidate will be responsible for conducting training sessions, designing educational materials, monitoring performance, and implementing process improvements. This position requires excellent communication skills, a strong understanding of training methodologies, and the ability to mentor and motivate employees.

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.

Key Responsibilities

• Lead initial training and coaching sessions for new hire agents to ensure they understand the companys 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.

Candidate Qualifications

• 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.

Compensation & Benefits

At MCI, compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience. The company offers a range of benefits and incentives to support and reward team members.

What You Can Expect From MCI

We offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: PTO and paid holidays.
• Incentives & Rewards: Contests with cash bonuses and prizes.
• Health Benefits: Medical, dental, and vision coverage after eligibility windows; MEC medical plans for all employees where available.
• Retirement Savings: Retirement programs where available.
• Disability Insurance: Short-term disability coverage.
• Life Insurance: Life insurance options.
• Supplemental Insurance: Accident and critical illness coverage.
• Career Growth: Internal promotion opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Casual Dress Code and Engaging Work Environment.

Physical Requirements

This job operates in a professional office environment. The role is largely sedentary and involves extended computer and phone headset use. Occasional movement within the office may be required, with capacity to lift up to 40 pounds.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Background check and drug screening may be required; offers contingent on results (Canada may vary).

Reasonable Accommodation

We provide reasonable accommodations upon request for qualified applicants or employees with disabilities, unless it would cause undue hardship. Please contact Human Resources for accommodation requests.

Equal Opportunity Employer

We embrace differences and are committed to a diverse, equal opportunity work environment. All aspects of employment are based on merit and qualifications. We do not discriminate on age, ancestry, color, disability, gender identity, genetic information, marital status, national origin, political affiliation, pregnancy, race, religion, sex, sexual orientation, or other protected characteristics. Qualified applicants with criminal histories will be considered in accordance with local and federal requirements.

About MCI

MCI provides CX and DX solutions, including BPO, IT services, and related staffing and services. The organization operates multiple delivery facilities and serves a diverse client base across North America and beyond.

The above job description provides a general overview and is not all-inclusive. Management may assign additional duties as needed. This description is not a contract of employment, and either party may terminate employment at any time.

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