Experienced Call Center Trainer

Mass Markets; Garden City (GA); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Paid Time Off

Health Benefits

Retirement Savings

Paid Training

Casual Dress Code

Job summary

Mass Markets is seeking an Experienced Call Centre Trainer to facilitate impactful training programs for agents in Garden City, Georgia. This role involves onboarding, upskilling, and providing ongoing support across various client campaigns.

The ideal candidate will have significant experience in a BPO setting, keen facilitation skills, and a strong grasp of adult learning principles. The company offers competitive compensation starting based on experience along with various benefits.

Qualifications

• 3+ years of experience as a trainer in a BPO or contact centre.
• 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

Facilitation skills

Communication skills

Instructional design knowledge

Experience with LMS platforms

Job description

Position Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call centre 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 centres are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

We are looking for an Experienced Call Centre Trainer to deliver high‑impact training programmes that prepare our agents to succeed in a fast‑paced environment. You’ll play a key role in onboarding, upskilling and supporting continuous learning across multiple client campaigns.

Position 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.

Candidate Qualifications

• 3+ years of experience as a trainer in a BPO or contact centre.
• Strong facilitation and communication skills.
• Experience with LMS platforms and virtual training tools.
• Knowledge of adult learning principles and instructional design.

Compensation and Benefits

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

• Paid Time Off: Earn PTO and paid holidays.
• Incentives & Rewards: Participate in daily, weekly and monthly contests that include cash bonuses and prizes.
• Health Benefits: Comprehensive medical, dental and vision coverage.
• Retirement Savings: Retirement savings programmes where available.
• Disability Insurance: Short‑term disability coverage.
• Life Insurance: Options to safeguard loved ones.
• Supplemental Insurance: Accident and critical illness insurance.
• Career Growth: Significant advancement opportunities with internal promotions.
• Paid Training: Learn new skills while earning a paycheck.
• Casual Dress Code: Comfortable attire.

Physical Requirements

This job operates in a professional office environment. Duties include sitting and standing for long periods while using a computer and telephone headset. Employees must regularly operate computer and other office equipment, including phone, copier and printer. May occasionally 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.

Conditions of Employment

• Must be authorised 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 upon background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent upon drug screening 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

We embrace diversity and maintain a work environment free from discrimination. All aspects of employment are based solely on merit and qualifications. We do not discriminate based on protected characteristics and provide reasonable accommodation for qualified employees with protected disabilities.

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

The employer may revise this job description at any time. This job description is not a contract for employment, and either party may terminate employment at any time, for any reason.