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 BPO or contact center settings, strong facilitation skills, and knowledge of adult learning principles.

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 have 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, and knowledge of adult learning principles and instructional design.

Qualifications

Must be authorized to work in the country where the job is based. Subject to the program and location of the position. Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

Benefits

MCI offers a competitive compensation and benefits package, including health benefits, retirement savings programs, disability insurance, life insurance, and a variety of incentives and rewards. Employees also have access to paid time off, training opportunities, and a supportive work environment.

Pay

Starting compensation is based on experience.

Schedule

We operate in a professional office environment. 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 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.