Call Center Trainer

MCI Careers • Wichita, KS

4d • $48,000 - $52,000 • Onsite

About The Position

MCI is seeking a dedicated and experienced Call Center Trainer to join their 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 must pass a Level 2 fingerprint background check.

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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed