Federal Call Center Trainer - Training & Compliance

MCI; Wichita (KS); On-site; USD 52,000 - 68,000; Full time

Job summary

MCI is seeking a dedicated and experienced Call Center Trainer to join our team. This role involves leading comprehensive training for new contact center agents and ensuring the highest standards of preparedness and efficiency. Spanish-speaking skills would be a valuable asset for this position.

This position operates under a U.S. Federal Contract with strict compliance requirements, including Level 2 fingerprint background checks and drug screening.

Qualifications

• Conduct comprehensive training for new contact center agents.
• Develop, update, and maintain training materials to align with program objectives.
• Deliver engaging and effective training sessions that equip agents with required skills.
• Monitor trainee progress and provide constructive feedback and additional support.
• Collaborate with team leads and supervisors to identify training needs and address performance gaps.
• Ensure training materials and sessions comply with program guidelines and industry standards.
• Act as a point of contact for training-related inquiries and provide ongoing support to agents post-training.
• Maintain accurate training records and generate reports on trainee performance and program outcomes.

Responsibilities

• Conduct 6-week training sessions for new contact center support agents under the Federal Disaster Support program.
• Develop, update, and maintain training materials to align with program objectives and evolving needs.
• Deliver engaging and effective training sessions that equip agents with required skills and knowledge.
• Monitor trainee progress and provide constructive feedback and additional support as needed.
• Collaborate with team leads and supervisors to identify training needs and address performance gaps.
• Ensure training materials and sessions comply with program guidelines and industry standards.
• Provide ongoing support to agents post-training and maintain training records.

Skills

Training delivery

Training materials

Performance coaching

Spanish language

Communication

Education

Degree or certification preferred

Tools

Contact Center Software

Job description

MCI is seeking a dedicated and experienced Call Center Trainer to join our team. This role involves leading comprehensive training for new contact center agents and ensuring the highest standards of preparedness and efficiency. Spanish-speaking skills would be a valuable asset for this position.

This position operates under a U.S. Federal Contract with strict compliance requirements, including Level 2 fingerprint background checks and drug screening.