Experienced Call Center Trainer
About the role
MCI is a leading tech-enabled business services company offering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) solutions. We are seeking an Experienced Call Center Trainer to deliver high-impact training programs.
Responsibilities
- Facilitate new hire training, soft skills, product/process, and systems training.
- Design and update training materials, manuals, and e-learning content.
- Conduct training needs assessments and recommend learning solutions.
- Evaluate training effectiveness using assessments, feedback, and performance data.
- Provide post-training coaching and support to agents and team leads.
- Collaborate with QA and Operations to align training with performance goals.
- Maintain accurate training records and generate reports for internal stakeholders.
Requirements
- 3+ years of experience as a trainer in a BPO or contact center.
- Strong facilitation and communication skills.
- Experience with LMS platforms and virtual training tools.
- Knowledge of adult learning principles and instructional design.
Qualifications
- Associate Degree, Certification, or equivalent combination of training and experience.
- Min. Years Experience: 3 years.
Skills
- Excellent facilitation and communication skills.
- Experience with Learning Management Systems (LMS).
- Knowledge of adult learning principles and instructional design.
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. Employees will sit/stand for long periods while using a computer and telephone headset. They may occasionally 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.
Company/Brand
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.
Location
US-FL-Tampa