Contact Center Trainer

MCI; Savannah (GA); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Paid Time Off

Comprehensive health benefits

Incentives & rewards program

Career growth opportunities

Casual dress code

Job summary

MCI is seeking a skilled Contact Center Trainer in Savannah, Georgia, to deliver high-impact training for agents across multiple client accounts. You will develop tailored training materials and conduct both in-person and virtual sessions that prepare our agents to exceed expectations.

The ideal candidate will have a Bachelor's degree, at least 2 years of training experience in a BPO environment, and be fluent in both English and Spanish. Join MCI for a rewarding career with various benefits!

Qualifications

• 2+ years of experience as a trainer in a BPO or high-volume contact center.
• Ability to manage multiple training batches in a fast-paced environment.
• Experience developing training materials and content.

Responsibilities

• Deliver engaging training sessions for new hires and existing agents.
• Evaluate training effectiveness through assessments and metrics.
• Collaborate with teams to identify training needs and gaps.

Skills

Strong facilitation skills

Communication skills

Interpersonal skills

Fluency in English and Spanish

Experience with Learning Management Systems (LMS)

Proficiency in Microsoft Office

Education

Bachelor’s degree in Education, Communications, or a related field

Training certifications (e.g., Train-the-Trainer)

Tools

Microsoft Office

Contact center platforms (e.g., CRM, dialers)

Job description

Overview

MCI is one of the fastest‑growing tech‑enabled business services companies in the USA, delivering Customer Experience, Business Process Outsourcing, and XaaS cloud technology solutions across healthcare, retail, government, education, telecom, technology e‑commerce, and financial services.

We are looking for a skilled and enthusiastic Contact Center Trainer to join our team. You will be responsible for delivering high‑impact training programs that prepare our agents to exceed client expectations and deliver exceptional customer experiences.

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.

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.

Benefits

• Paid Time Off and paid holidays.
• Incentives & rewards: daily, weekly, and monthly contests with cash bonuses and prizes.
• Health benefits: comprehensive medical, dental, and vision coverage after 60 days; MEC plan after 30 days.
• Retirement savings programs where available.
• Disability and life insurance.
• Supplemental insurance for accident and critical illness.
• Career growth with a focus on internal promotions.
• Paid training and a fun, engaging work environment.
• Casual dress code.

Compensation

Starting compensation is based on experience. We offer a variety of benefits and incentives to support and reward our team members.

Work Environment

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 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.

Locations

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

Background Check

• 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)

Equal Opportunity & Accommodation

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.