Experienced Call Center Trainer
About the role
MCI is seeking an experienced Call Center Trainer to lead training initiatives and support agent development. The ideal candidate will have 3+ years of experience in a BPO or contact center setting, strong facilitation and communication skills, and knowledge of adult learning principles and instructional design.
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
The successful candidate must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.
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.
Skills
- Excellent facilitation and communication skills.
- Experience with LMS platforms and virtual training tools.
- Knowledge of adult learning principles and instructional design.
Benefits
MCI offers a competitive compensation and benefits package, including health benefits, retirement savings programs, and a variety of incentives and rewards. We also provide a supportive and inclusive work environment, with opportunities for career growth and development.
Pay
Starting compensation is based on experience.
Schedule
This role operates in a professional office environment and requires sitting for long periods while using a computer and telephone headset. Occasional movement and lifting up to 40 pounds may be required.
Company Information
MCI is a fast-growing tech-enabled business services company with a strong call center footprint and operations across multiple countries. We deliver CX, BPO, and XaaS solutions in various industries and are committed to fostering a diverse and inclusive workplace. For more information, visit our careers page.