Contact Center Trainer

OneMCI•Tampa, FL

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 looking for a skilled and enthusiastic Contact Center Trainer to join our team. You will be responsible for delivering high-impact training programs that prepare our agents to exceed client expectations and deliver exceptional customer experiences. If you’re passionate about coaching, communication, and continuous improvement, we’d love to hear from you. 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

2+ years of experience as a trainer in a BPO or high-volume contact center.
Strong facilitation, communication, and interpersonal skills.
Fluent in English and Spanish.
Experience with Learning Management Systems (LMS) and virtual training tools.
Proficiency in Microsoft Office and contact center platforms (e.g., CRM, dialers).
Ability to manage multiple training batches in a fast-paced environment.
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

Bachelor’s degree in Education, Communications, or a related field (preferred).
Training certifications (e.g., Train-the-Trainer, Instructional Design) are a plus.

Responsibilities

Deliver engaging training sessions for new hires and existing agents across multiple client accounts.
Develop training materials, manuals, and e-learning content tailored to client-specific processes.
Conduct onboarding, soft skills, product, and systems training in both in-person and virtual formats.
Evaluate training effectiveness through assessments, feedback, and performance metrics.
Collaborate with operations and quality teams to identify training needs and performance gaps.
Maintain accurate training records and prepare reports for internal and client stakeholders.
Stay current with BPO trends and best practices to continuously improve training delivery.

Benefits

Paid Time Off
Paid holidays
Incentives & Rewards (daily, weekly, and monthly contests with cash bonuses and prizes)
Medical, dental, and vision coverage for full-time employees after 60 days of employment
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 insurance)
Career Growth (focus on internal promotions)
Paid Training
Fun, Engaging Work Environment
Casual Dress Code