Call Center Trainer

MCI; United States; On-site; USD 50,000 - 70,000; Full time

Job summary

MCI, a leading tech-enabled business services company in the USA, is looking for a motivated Call Center Trainer to design and deliver training programs for new agents. The ideal candidate will have at least 2 years of experience in a contact center and demonstrated skills in training and communication.

This role involves conducting comprehensive training sessions, developing course materials, and monitoring agent progress. Proficiency in Spanish is a plus. Join a diverse work environment that values excellence and mutual respect.

Qualifications

• At least 2 years of experience in a contact center environment.
• Previous training experience is preferred.
• Strong communication and presentation skills.

Responsibilities

• Conduct 6-week training sessions for new contact center agents.
• Develop, update, and maintain training materials.
• Monitor and assess trainee progress.

Skills

Training Experience

Communication Skills

Organizational Skills

Spanish Proficiency

Education

Degree or Certification (Preferred)

Experience in Contact Center

Tools

Training Software

Contact Center Software

Job description

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.

We are seeking a motivated and experienced Call Center Trainer to join our growing team. In this role, you will be responsible for designing and delivering comprehensive training programs that equip new contact center agents with the knowledge, skills, and confidence needed to succeed. You will play a key role in ensuring agents are fully prepared to deliver exceptional customer service, meet performance standards, and contribute to overall operational excellence. The ideal candidate is passionate about learning and development, possesses strong communication and facilitation skills, and has a proven track record in contact center training. Spanish language proficiency would be a valuable advantage.

Key Responsibilities

• Conduct 6-week training sessions for new contact center support agents.
• 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.

Wonder if you are a good fit?

All positive, and driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated and dedicated and should possess the following 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.

Physical Requirements

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 telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. 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.

All MCI Locations

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

Background and Security

• 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.

Equal Employment Opportunity Statement

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, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.