Call Center Trainer

OneMCI•Wichita, KS

2d•Onsite

About The Position

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. We are seeking a dedicated and experienced Call Center Trainer to join our team. This role involves conducting comprehensive training for new contact center agents and ensuring the highest standards of preparedness and efficiency. Spanish-speaking skills would be a valuable asset for this position. This position involves working on a U.S. Federal Contract, and strict compliance with federal guidelines and protocols is mandatory. Candidates must demonstrate the ability to perform duties with precision and maintain confidentiality at all times. Candidates m ust pass a Level 2 fingerprint background check. Work Schedule: 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. 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.

Requirements

At least 2 years of experience in a contact center environment.
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.
Must be authorized to work in the country where the job is based.
Subject to the program and location of the position
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.

Nice To Haves

A degree or certification is preferred but not required.
Previous training experience is preferred.
Supervisory experience is a plus.
Spanish-speaking skills are a plus.

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.

Benefits

Paid Time Off: Earn PTO and paid holidays to take the time you need.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
Life Insurance: Access life insurance options to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance
Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.