Experienced Call Center Trainer

Mass Markets; Mesilla (NM); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Paid Time Off

Health benefits

Career growth opportunities

Retirement savings

Career growth

Paid training

Casual dress code

Job summary

A leading BPO company in New Mexico is seeking an Experienced Call Center Trainer to facilitate impactful training programs for new and existing agents. Responsibilities include designing training content, conducting assessments, and providing support to ensure success in a fast-paced environment. The ideal candidate has over three years of training experience in a BPO or contact center setting. Comprehensive compensation and benefits are offered.

Qualifications

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

Responsibilities

• Facilitate new hire training and ongoing education.
• Design and update training content.
• Evaluate training effectiveness and provide support.
• 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

Strong communication

Knowledge of adult learning principles

Training delivery

Analytical skills

Tools

LMS platforms

Virtual training tools

Authoring tools

Job description

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

• 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, compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect From MCI

• Paid Time Off: PTO and paid holidays.
• Incentives & Rewards: Contests with cash bonuses and prizes.
• Health Benefits: Medical, dental, and vision coverage after eligibility periods; MEC medical plans available after 30-60 days depending on location.
• Retirement Savings, Disability Insurance, Life Insurance, Supplemental Insurance
• Career Growth: Opportunities for internal promotions.
• Paid Training and a collaborative work environment.
• Casual Dress Code.

Physical Requirements

The job operates in a professional office environment. The role is largely sedentary but may require sitting or standing for long periods while using a computer and headset. Occasional movement of objects up to forty (40) pounds may be required.

Conditions of Employment

• All MCI Locations: Must be authorized to work in the country where the job is based.
• Background & Drug Testing: Willing to undergo Level II background/security investigation and drug screening where applicable (some exceptions by location).

Equal Opportunity Employer

MCI is an equal opportunity employer. All aspects of employment are based on merit and qualifications, and MCI does not discriminate based on age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex, or sexual orientation. MCI will consider qualified applicants with criminal histories as required by local and federal laws.