Senior Call Center Trainer & Onboarding Leader

MCI Careers; Addison (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Paid Time Off

Incentives & Rewards

Health Benefits

Retirement Savings

Disability Insurance

Life Insurance

Supplemental Insurance

Career Growth

Paid Training

Fun Engaging Work Environment

Casual Dress Code

Job summary

MCI is seeking 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.

You will design materials, assess training needs, and provide coaching, aligning programs with QA and Operations to drive performance and growth for a large, diverse workforce.

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.

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

Training in BPO

Facilitation

LMS experience

Instructional design

Job description

MCI is seeking 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.

You will design materials, assess training needs, and provide coaching, aligning programs with QA and Operations to drive performance and growth for a large, diverse workforce.