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.

Schedule

• Flexible schedule to accommodate client needs.

Company/Brand

MCI is a leading provider of Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions. We are committed to fostering an inclusive and supportive work environment where our team members can thrive and grow.

Location

US-KS-Wichita

Division

Business Process Outsourcing