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Call Center Trainer
Job Description
POSITION OVERVIEW MCI USA BPO MCI
+
Hours of Operation:
7:00 AM to 7:00 PM CST +
Shift Pattern:
+ 7:00 AM to 4:00 PM
CST + 10
00 AM to 7:00 PM CST + Flexibility to work assigned shifts is required.
POSITION RESPONSIBILITIES
+ Conduct 6-week training sessions for new contact center support agents as part of the Federal Disaster Support program.
+ Develop, update, and maintain training materials to align with program objectives and evolving needs.
+ Deliver engaging and effective training sessions that equip agents with the skills and knowledge required for success.
+ Monitor and assess trainee progress, providing constructive feedback and additional support as needed.
+ Collaborate with team leads and supervisors to identify training needs and address performance gaps.
+ Ensure training materials and sessions comply with program guidelines and industry standards.
+ Act as a point of contact for training-related inquiries and provide ongoing support to agents post-training.
+ Maintain accurate training records and generate reports on trainee performance and program outcomes.
CANDIDATE QUALIFICATIONS WONDER YOU ARE GOOD FIT FOR THIS POSITION + A
degree or certification is preferred but not required.
+ At least 2 years of experience in a contact center environment.
+ Previous training experience is preferred.
+ Supervisory experience is a plus.
+ Strong communication and presentation skills.
+ Ability to create and adapt training materials to meet diverse learning needs.
+ Proficiency in using training tools and contact center software.
+ Strong organizational and time management skills.
+ Spanish-speaking skills are a plus.
PHYSICAL REQUIREMENTS CONDITIONS OF EMPLOYMENT MCI
+ Must be authorized to work in the country where the job is based.
+ 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.
REASONABLE ACCOMMODATION ADA MCI EQUAL OPPORTUNITY EMPLOYER MCI MCI MCI MCI MCI MCI MCI ABOUT MCI
( PARENT COMPANY )
MCI MCI MCI USA MCI MCI MCI MCI
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