Experienced Call Center Trainer

MCI Careers•Addison, TX

57d•Onsite

About The Position

MCI is seeking an Experienced Call Center Trainer to deliver high-impact training programs that prepare agents for success in a fast-paced environment. This role is crucial for onboarding, upskilling, and supporting continuous learning across multiple client campaigns within a growing tech-enabled business services company with a strong call center footprint. MCI is committed to fostering professional growth, continuous learning, and career development within a globally expanding organization.

Requirements

3+ years of experience as a trainer in a BPO or contact center.
Strong facilitation and communication skills.
Experience with LMS platforms and virtual training tools.
Knowledge of adult learning principles and instructional design.

Responsibilities

Facilitate new hire training, soft skills, product/process, and systems training.
Design and update training materials, manuals, and e-learning content.
Conduct training needs assessments and recommend learning solutions.
Evaluate training effectiveness using assessments, feedback, and performance data.
Provide post-training coaching and support to agents and team leads.
Collaborate with QA and Operations to align training with performance goals.
Maintain accurate training records and generate reports for internal stakeholders.

Benefits

Paid Time Off
Paid holidays
Daily, weekly, and monthly contests with cash bonuses and prizes
Comprehensive medical, dental, and vision coverage for full-time employees after 60 days
MEC medical plans for all employees after 30 days
Retirement savings programs
Short-term disability coverage
Life insurance options
Supplemental Insurance (Accident and critical illness)
Career Growth opportunities with a focus on internal promotions
Paid Training
Fun, Engaging Work Environment
Casual Dress Code