Call Center Trainer

MCI Careers • ,

8d • Onsite

About The Position

MCI is a rapidly expanding tech-enabled business services company with a significant call center presence and operations in multiple countries. We offer Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries. Our contact centers utilize both on-site and remote agents, employing advanced technologies to improve customer interactions, enable scalability, and reduce costs. MCI is dedicated to creating an environment where professionals can develop fulfilling careers, access ongoing learning and development, and contribute to a growing, industry-leading global organization. We are looking for a driven and experienced Call Center Trainer to join our expanding team. This position involves creating and delivering comprehensive training programs to equip new contact center agents with the necessary knowledge, skills, and confidence for success. The trainer will be instrumental in ensuring agents are well-prepared to provide excellent customer service, meet performance benchmarks, and contribute to overall operational excellence. The ideal candidate is passionate about learning and development, possesses strong communication and facilitation abilities, and has a proven background in contact center training. Proficiency in Spanish is a significant advantage. To be considered, candidates 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.
• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
• Must be willing to submit to drug screening.

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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree