Contact Center Trainer

About the role

MCI is a tech-enabled business services company offering CX, BPO, and XaaS solutions. We seek a Contact Center Trainer to deliver training programs and collaborate with teams to improve agent performance.

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.

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.
• Fluency 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.
• Training certifications (e.g., Train-the-Trainer, Instructional Design) are a plus.

Qualifications

• 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.

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.
• Training certifications (e.g., Train-the-Trainer, Instructional Design) are a plus.

Benefits

• Paid Time Off
• Incentives & Rewards
• Health Benefits
• Retirement Savings
• Disability Insurance
• Life Insurance
• Supplemental Insurance
• Career Growth
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code

Pay

Starting compensation is based on experience.

Schedule

The role operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.