Experienced Call 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.
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
- Facilitation and Communication Skills.
- LMS Platforms and Virtual Training Tools.
- 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, and we offer a variety of benefits and incentives to support and reward our team members.
Schedule
We operate 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.
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. 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.
Location
US-GA-Garden City