Call Center Trainer

Job Description

Overview

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.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We are seeking a dedicated and experienced Call Center Trainer to join our team. This role involves conducting comprehensive training for new contact center agents and ensuring the highest standards of preparedness and efficiency. Spanish-speaking skills would be a valuable asset for this position.

This position involves working on a U.S. Federal Contract, and strict compliance with federal guidelines and protocols is mandatory. Candidates must demonstrate the ability to perform duties with precision and maintain confidentiality at all times. Candidates m ust pass a Level 2 fingerprint background check.

Work Schedule:

• Hours of Operation: 7:00 AM to 7:00 PM CST

• Shift Pattern:

  • 7:00 AM to 4:00 PM CST

  • 10:00 AM to 7:00 PM CST

• Flexibility to work assigned shifts is required.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Responsibilities

Key Responsibilities:

• Conduct 6-week training sessions for new contact center support agents as part of the Federal Disaster Support program.

• Develop, update, and maintain training materials to align with program objectives and evolving needs.

• Deliver engaging and effective training sessions that equip agents with the skills and knowledge required for success.

• Monitor and assess trainee progress, providing constructive feedback and additional support as needed.

• Collaborate with team leads and supervisors to identify training needs and address performance gaps.

• Ensure training materials and sessions comply with program guidelines and industry standards.

• Act as a point of contact for training-related inquiries and provide ongoing support to agents post-training.

• Maintain accurate training records and generate reports on trainee performance and program outcomes.

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• A degree or certification is preferred but not required.

• At least 2 years of experience in a contact center environment.

• Previous training experience is preferred.

• Supervisory experience is a plus.

• Strong communication and presentation skills.

• Ability to create and adapt training materials to meet diverse learning needs.

• Proficiency in using training tools and contact center software.

• Strong organizational and time management skills.

• Spanish-speaking skills are a plus.