Call Center Trainer (Federal Programs)

Mass Markets; Wichita (KS); On-site; USD 42,000 - 66,000; Full time

Job summary

MCI is seeking a dedicated Call Center Trainer to lead 6-week training for new agents under a Federal Disaster Support program in our Kansas facility. The role emphasizes developing engaging, standards-based training materials and measuring trainee progress.

Ideal candidates will have 2+ years in call centers, strong communication skills, and the ability to tailor content for diverse learners. Spanish skills are a plus; background checks and security clearances may apply.

Qualifications

• At least 2 years of experience in a contact center environment.
• Previous training experience is preferred.
• Spanish-speaking skills are a plus.
• A degree or certification is preferred but not required.
• 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.
• Supervisory experience is a plus.

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.

Skills

Contact center experience

Training experience

Supervisory experience

Communication skills

Training materials

Contact center software

Organizational skills

Spanish language

Education

Degree preferred or certification

Tools

Training software

Job description

MCI is seeking a dedicated Call Center Trainer to lead 6-week training for new agents under a Federal Disaster Support program in our Kansas facility. The role emphasizes developing engaging, standards-based training materials and measuring trainee progress.

Ideal candidates will have 2+ years in call centers, strong communication skills, and the ability to tailor content for diverse learners. Spanish skills are a plus; background checks and security clearances may apply.