Join our team and help make a name for Mass Markets in the contact center industry. We've scaled over 250% in the past 2 years and we need talented Training Instructors. As a high growth organization with an entrepreneurial culture we are committed to a high octane, fun and collaborative work environment. As a member of the Mass Markets team you will have a high degree of responsibility and autonomy giving you a singular opportunity to make a difference is the organizations shape, direction and growth.
Located in Dakota Dunes, SD 57049. Full-Time, Management, Salaried, Bonuses.
This position is a salaried full time role with bonus potentials.
Provide on-boarding training for the newest members of our customer service and sales team and work with veteran Sales Representatives to improve ongoing performance. Through education, observation, coaching and motivation, the Instructor will ensure achievement of individual, team and department objectives. Facilitate learning through a variety of delivery methods to develop participants’ skill sets. Training methodologies may include classroom instruction, on-line learning, hands-on labs, peer to peer coaching, and team meeting trainings, conference calls and train the trainer sessions. You will report directly to the Center Director.
Facilitate classroom style training on products, sales techniques, enhancements, etc.
Develop and maintain training tools, including worksheets, templates, databases and reports
Facilitate role play sessions
Use a variety of instructional methods to ensure maximum delivery effectiveness
Manage testing and performance for all sales new hires while in training
Monitor trainees’ knowledge before and after training to help determine follow-up training required
Provide mentorship, continuing education and ongoing training for existing sales representatives
Work closely with management in the sales rep evaluation process to identify skills and areas needing improvement
Work one-on-one with sales reps to reinforce skills taught during training sessions
Utilize established curriculum and assist in developing new educational materials
Perform other related duties as assigned by the Director of Employee Development
The ideal candidate for this role would share and understand the high growth objectives of Mass Markets. This position requires a high degree of leadership, creative thinking and dedication to people. The ability to professionally represent Mass Markets internally and client facing is a must. You should exhibit good business judgment and acumen and be both confident and flexible in their views. This position will require the ability to work with multiple business units to acquire operational knowledge and execute on departmental initiatives.
1+ years of experience training and developing employees
Associate’s degree and/or relevant work experience
Exceptional interpersonal & communication skills
Strong supervisory experience including staff development
Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
Demonstrated ability to drive sales through the actions of others
Understanding of call center tools and technology used to manage KPIs and SLAs
Possess effective conflict resolution skills (both customer and agent conflict)
Possess time management, planning, organizational and multi-tasking skills
Ability to learn new products and system
Ability to work in a professional fast-paced environment
You should possess a fun-natured, enthusiastic, and motivational personality, capable of thriving in a fast-paced and dynamic sales environment. The Training Instructor will exhibit a commitment to continuous improvement and independently pursue self-development to broaden training related job knowledge and stay abreast of industry skills and best practices.
At Mass Markets we believe that hard work should pay off, so we make sure that our compensation and total rewards are exceptional. Our people are not just employees; they are our most important resource! Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.
Employees earn generous paid time off as well as paid holiday’s and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include cash uploads to company issued Visa card, prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars.
All employees are eligible for MEC medical plans after 30 days and group medical, dental and vision benefits after 90 days. Optional Roth IRA retirement accounts, Term Life Insurance and Whole Life Insurance plans are available to all employees each open enrollment period.
Total Rewards Breakdown
Competitive Starting Compensation Weekly Bonus Opportunity Daily Contest Payouts
Weekly Pay Cycles Paid Time-Off Full-Benefits (Medical, Dental, Vision)
Multiple Job Types to Choose From Growing Company with Fortune 50 Clients Paid New Hire and Continuous Improvement Training
Daily, Week, and Quarterly Recognition Company Debit Card (With Daily Cash Uploads) Paid Holidays
Retirement IRA Options Guaranteed Issue Term Life Insurance Whole Life Insurance Investment Options
Regular Raises and Career Progression Flexible Scheduling Options Employee Development and Advancement Programs
Employee Discount Program Fun, Engaging Work Environment Cash and Prize Incentives
Modern Work Environment Casual Dress Code Relocation Potential
Mass Markets, an MCI Company, is a world leader in advanced, tech-enabled B2B, B2C and H2H contact center telesales, customer care and digital services. With a culture built on customer experience, we are committed to excellent customer interactions that create value for our clients. Since 2003, Mass Markets has delivered innovative, high-impact, agile, scalable, and compliant business process outsourcing services with superior quality and performance. People-powered and tech-enabled, we SAVE, SELL and SERVICE across the customer life-cycle; we SOLVE complex people, process, and technology challenges.
Mass Markets is proud to be an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of age, race, color, creed, religion, sex, sexual orientation, gender, gender identity or expression, medical condition, national origin, ancestry, citizenship, marital status or civil partnership/union status, physical or mental disability, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state or local law. Mass Markets will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.
MCI is the Parent Company for the following businesses: Gravis Apps, Mass Markets, and OnBrand24. MCI acquires and operates companies that provide tech-enabled BPO CX services, software applications, and technology to mid-market & enterprise customers. MCI is a multi-faceted tech-enabled business services supplier with a synergetic product and services portfolio and an expert leadership team. Our focus is on the development and delivery of dynamic technology, human capital, and professional services.