Call Center Trainer

About the role

MCI is 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.

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.

Qualifications

• A degree or certification is preferred but not required.
• At least 2 years of experience in a contact center environment.
• 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.
• Proficiency in using training tools and contact center software.
• Strong organizational and time management skills.
• Spanish-speaking skills are a plus.