Experienced Call Center Trainer

Mass Markets; Garden City Beach (SC); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading Business Process Outsourcing (BPO) company seeks an Experienced Call Center Trainer to deliver impactful training programs for agents. This role involves onboarding, skills development, and supporting continuous learning. Candidates should have 3+ years of relevant training experience and be adept at designing training materials.

Benefits

Paid Time Off and holidays

Health benefits including medical, dental, and vision coverage

Incentives & rewards through contests with cash bonuses

Opportunities for career growth and internal promotions

Qualifications

• 3+ years of experience as a trainer in a BPO or contact center.
• Strong facilitation and communication skills.
• Knowledge of adult learning principles.

Responsibilities

• Facilitate new hire training and soft skills training.
• Design and update training materials.
• Evaluate training effectiveness using assessments.

Skills

Facilitation

Communication

Instructional Design

Education

Experience in BPO or contact center training

Tools

LMS platforms

Virtual training tools

Job description

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Position Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are looking for an Experienced Call Center Trainer to deliver high-impact training programs 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.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

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

All positive, motivated, and dedicated applicants are encouraged to apply. The ideal candidates should have:

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

Compensation & Benefits

At MCI, we value your contribution with competitive compensation and benefits, including:

• Paid Time Off and holidays.
• Incentives & rewards through contests with cash bonuses and prizes.
• Health benefits including medical, dental, and vision coverage.
• Retirement savings programs.
• Disability and life insurance options.
• Opportunities for career growth and internal promotions.
• Paid training and a fun, engaging work environment.

Physical Requirements

This role is primarily office-based, requiring long periods of sitting and using office equipment, with occasional movement and lifting up to 40 pounds.

Conditions of Employment

• Must be authorized to work in the country.
• Willingness to undergo background checks and drug screening as applicable.

Equal Opportunity

MCI is committed to diversity and provides equal employment opportunities. We do not discriminate based on any protected characteristic and provide reasonable accommodations as needed.

About MCI

MCI helps clients improve customer experience and drive performance through innovative solutions, including BPO, staff augmentation, and IT services. Recognized for rapid growth, MCI operates multiple facilities across North America, South Africa, and the Philippines.

This job description provides a general overview and is not exhaustive. The employer reserves the right to revise it at any time. Employment is at-will.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Education and Training