Contact Center Trainer

Mass Markets; Addison (TX); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Paid Time Off

Health Benefits

Flexible schedule options

Career Growth Opportunities

Casual Dress Code

Job summary

Mass Markets is seeking a Trainer to deliver engaging training sessions for new hires and existing agents in Addison, Texas. The role involves developing training materials and evaluating training effectiveness.

Ideal candidates will have a Bachelor's degree in Education or a related field, 2+ years of training experience, and strong bilingual communication skills. Benefits include paid time off, health coverage, and a focus on career growth.

Qualifications

• 2+ years of experience as a trainer in a BPO or high-volume contact center.
• Proficiency in managing multiple training batches in a fast-paced environment.
• Training certifications (e.g., Train-the-Trainer) are a plus.

Responsibilities

• Deliver engaging training sessions for new hires and existing agents.
• Develop tailored training materials and e-learning content.
• Evaluate training effectiveness through assessments and feedback.

Skills

Facilitation

Communication

Interpersonal skills

Bilingual (English and Spanish)

Virtual training tools

Education

Bachelor’s degree in Education or related field

Tools

Learning Management Systems (LMS)

Microsoft Office

Contact center platforms (CRM, dialers)

Job description

Position Overview

MCI is one of the fastest-growing tech‑enabled business services companies in the USA with a strong call‑center footprint across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud‑technology solutions across healthcare, retail, government, education, telecom, technology, e‑commerce, and financial services. Our contact centers use on‑site and remote agents powered by advanced technologies to enhance customer journeys, drive scalability and reduce costs.

Key Responsibilities

• Deliver engaging training sessions for new hires and existing agents across multiple client accounts.
• Develop training materials, manuals, and e‑learning content tailored to client‑specific processes.
• Conduct onboarding, soft skills, product, and systems training in both in‑person and virtual formats.
• Evaluate training effectiveness through assessments, feedback, and performance metrics.
• Collaborate with operations and quality teams to identify training needs and performance gaps.
• Maintain accurate training records and prepare reports for internal and client stakeholders.
• Stay current with BPO trends and best practices to continuously improve training delivery.

Candidate Qualifications

• Bachelor’s degree in Education, Communications, or a related field (preferred).
• 2+ years of experience as a trainer in a BPO or high‑volume contact center.
• Strong facilitation, communication, and interpersonal skills.
• Fluent in English and Spanish.
• Experience with Learning Management Systems (LMS) and virtual training tools.
• Proficiency in Microsoft Office and contact center platforms (e.g., CRM, dialers).
• Ability to manage multiple training batches in a fast‑paced environment.
• Training certifications (e.g., Train‑the‑Trainer, Instructional Design) are a plus.

Compensation and Benefits

Starting compensation is based on experience and includes a variety of benefits and incentives that grow with you over time.

• Paid Time Off, paid holidays, and flexible schedule options.
• Incentives & rewards through daily, weekly, and monthly contests including cash bonuses and prizes.
• Health Benefits: comprehensive medical, dental, and vision coverage after 60 days of employment; all employees eligible for MEC plans after 30 days.
• Retirement Savings: retirement savings programs where available.
• Disability & Life Insurance coverage options.
• Supplemental Insurance for accident and critical illness.
• Career Growth: strong focus on internal promotions and advancement opportunities.
• Paid Training: learn new skills while earning a paycheck.
• Fun, engaging work environment with a team‑oriented culture.
• Casual Dress Code.

Physical Requirements

This job operates in a professional office environment. 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 may occasionally be required to move about the office, reach in any direction, raise or lower objects, and exert force up to forty (40) pounds.

Conditions of Employment

• 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 the results.
• Must be willing to submit to drug screening; job offers are contingent on the results (does not apply in Canada).

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.

Equal Opportunity Employer

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 and harassment. MCI is an equal opportunity employer and will consider qualified applicants with criminal histories in accordance with local and federal requirements.

The employer reserves 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.