Call Center Trainer

MCI Careers•Wichita, KS

151d•$48,000 - $52,000•Onsite

About The Position

MCI is a rapidly growing tech-enabled business services company with a significant call center presence and operations spanning multiple countries. We offer Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions for various industries including healthcare, retail, government, education, telecom, technology, e-commerce, and financial services. Our contact centers utilize both on-site and remote agents, employing advanced technologies to improve customer journeys, enable scalability, and reduce costs. MCI is dedicated to creating an environment where professionals can build careers, access ongoing learning and development, and contribute to a globally expanding, industry-leading organization. We are looking for a committed and experienced Call Center Trainer to join our team. This role will be responsible for conducting thorough training for new contact center agents, ensuring they meet the highest standards of readiness and effectiveness. Spanish-speaking abilities would be a significant advantage. This position operates under a U.S. Federal Contract, requiring strict adherence to federal guidelines and protocols. Candidates must demonstrate meticulousness and maintain confidentiality. A Level 2 fingerprint background check is mandatory. The work schedule involves shifts within the Hours of Operation: 7:00 AM to 7:00 PM CST, with specific shift patterns of 7:00 AM to 4:00 PM CST or 10:00 AM to 7:00 PM CST. Flexibility in working assigned shifts is essential. 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

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.

Benefits

Paid Time Off
Paid holidays
Daily, weekly, and monthly contests that include cash bonuses and prizes
Comprehensive medical, dental, and vision coverage after 60 days of employment (for full-time employees)
MEC medical plans after just 30 days (for all employees)
Retirement savings programs, where available
Short-term disability coverage
Life insurance options
Supplemental Insurance: Accident and critical illness insurance
Significant advancement opportunities through internal promotions
Paid Training
Casual Dress Code