Contact Center Trainer

About the role

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 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.

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.
• 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.

Qualifications

• All positive, and driven applicants are encouraged to apply.

Skills

• Passionate about coaching, communication, and continuous improvement.

Benefits

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

Pay

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

Schedule

This job operates in a professional office environment. While performing the duties of this job, 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 will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. 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.