Contact Center Trainer

OneMCI•Killeen, TX

1d•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

Bachelor’s degree in Education, Communications, or a related field (preferred).
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.

Nice To Haves

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: Earn PTO and paid holidays to take the time you need.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
Life Insurance: Access life insurance options to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance
Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.