Call Center Trainer

OneMCI•Wichita, KS

3d•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 must 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.
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 would be a valuable asset for this position.
A degree or certification is preferred but not required.
Previous training experience is preferred.
Supervisory experience is a plus.
Strong communication and presentation skills.
Ability to create and adapt training materials to meet diverse learning needs.
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.