Experienced Call Center Trainer

About the role

MCI is seeking an experienced Call Center Trainer to lead training initiatives and support agent development. This role plays a crucial part in ensuring our agents are equipped to handle the demands of a dynamic 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

• Highly motivated and dedicated.
• Ability to adapt to a fast-paced environment.
• Excellent organizational and time management skills.
• Ability to work independently and as part of a team.

Skills

• Effective communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in Microsoft Office Suite.
• Experience with LMS platforms and virtual training tools.
• Knowledge of adult learning principles and instructional design.

Benefits

MCI offers a competitive compensation package, including a starting salary based on experience, and a variety of benefits and incentives to support and reward our team members. These include health benefits, retirement savings programs, disability insurance, life insurance, and paid time off.

Pay

Compensation is based on experience and is competitive within the industry.

Schedule

The role operates in a professional office environment and requires sitting for long periods while using a computer and telephone headset. Occasional standing and moving about the office to accomplish tasks is also required.

Company Culture

MCI is committed to fostering an inclusive and supportive workplace where employees can build meaningful careers, access continuous learning and development opportunities, and contribute to the success of a globally expanding, industry-leading organization. We value diversity and strive to create an environment where every employee feels valued and respected.

Equal Opportunity Employer

MCI is an equal opportunity employer and is committed to providing a workplace free from discrimination and harassment. We celebrate diversity and welcome applications from all qualified individuals.