Experienced Call Center Trainer

MCI; Sydney; On-site; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Paid time off

Health benefits

Life and supplemental insurance

Career growth with internal promotions

Paid training to develop new skills

Casual dress code

Engaging work environment

Job summary

MCI is seeking an Experienced Call Center Trainer to lead high‑impact training programs that prepare agents for a fast‑paced environment. You will drive onboarding, upskilling, and ongoing learning across multiple client campaigns.

In this role you will design materials, deliver sessions, assess training effectiveness, and provide coaching to agents and team leads. A strong emphasis on adult learning principles and instructional design will help maintain high performance and engagement.

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.

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.

Skills

Trainer experience (BPO/CC)

Facilitation skills

LMS & virtual training tools

Adult learning & instructional design

Job description

About the Role

MCI is a leading tech‑enabled business services company. We are looking for an Experienced Call Center Trainer to deliver high‑impact training programs that prepare agents to succeed in a fast‑paced environment. You will play a key role in onboarding, upskilling, and supporting continuous learning across multiple client campaigns.

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.

Key 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.

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.

Benefits

• Paid Time Off (PTO) and paid holidays.
• Health benefits – supplemental coverage through Blue Cross.
• Life and supplemental insurance options.
• Career growth opportunities with a focus on internal promotions.
• Paid training to develop new skills.
• A fun, engaging work environment.
• Casual dress code.

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and a telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer, and may occasionally be required to move around the office, reach in any direction, raise or lower objects, move objects from place to place, hold onto objects, and exert force up to forty (40) pounds.

Eligibility

• Must be authorized to work in the country where the job is based.
• 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).

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements and will not tolerate discrimination or harassment based on protected characteristics.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all‑inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.