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.
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.
- Fully 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
- Highest level of integrity and professionalism.
- Passionate about coaching, communication, and continuous improvement.
- Highly motivated and dedicated.
Skills
- 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.
Benefits
We offer a variety of benefits and incentives to support and reward our team members, including:
- 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, 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.