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, 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

• 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.

Qualifications

• 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.