Experienced Call Center Trainer
About the role
MCI is seeking an Experienced Call Center Trainer to join our dynamic team. This role plays a crucial part in delivering high-impact training programs that prepare our agents for success in a fast-paced environment.
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
The ideal candidate is highly motivated and dedicated, possesses strong facilitation and communication skills, and has experience with LMS platforms and virtual training tools. They should also have knowledge of adult learning principles and instructional design.
Skills
Desired skills include experience with LMS platforms and virtual training tools, knowledge of adult learning principles and instructional design, and 3+ years of experience as a trainer in a BPO or contact center.
Benefits
MCI offers a comprehensive benefits package including health benefits, retirement savings programs, and various incentives and rewards. Please visit our careers page to apply and learn more about how MCI can support your career growth.
Pay
Starting compensation is based on experience and is competitive. Details will be provided during the interview process.
Schedule
The 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 necessary.