Contact Center Trainer

Join to apply for the Contact Center Trainer role at Mass Markets 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 a skilled and enthusiastic Contact Center Trainer to join our team. You will be responsible for delivering high-impact training programs that prepare our agents to exceed client expectations and deliver exceptional customer experiences. If you’re passionate about coaching, communication, and continuous improvement, we’d love to hear from you. 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. Responsibilities Deliver engaging training sessions for new hires and existing agents across multiple client accounts. Develop training materials, manuals, and e-learning content tailored to client-specific processes. Conduct onboarding, soft skills, product, and systems training in both in-person and virtual formats. Evaluate training effectiveness through assessments, feedback, and performance metrics. Collaborate with operations and quality teams to identify training needs and performance gaps. Maintain accurate training records and prepare reports for internal and client stakeholders. Stay current with BPO trends and best practices to continuously improve training delivery. Qualifications The ideal candidate will have the following qualifications: Bachelor’s degree in Education, Communications, or a related field (preferred). 2+ years of experience as a trainer in a BPO or high-volume contact center. Strong facilitation, communication, and interpersonal skills. Fluent in English and Spanish. Experience with Learning Management Systems (LMS) and virtual training tools. Proficiency in Microsoft Office and contact center platforms (e.g., CRM, dialers). Ability to manage multiple training batches in a fast-paced environment. Training certifications (e.g., Train-the-Trainer, Instructional Design) are a plus. Compensation & 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: Contests with cash bonuses and prizes. Health Benefits: Medical, dental, and vision coverage after 60 days; MEC plans after 30 days (options vary by location). Retirement Savings: Retirement programs where available. Disability Insurance: Short-term disability coverage. Life Insurance: Life insurance options. Supplemental Insurance: Accident and critical illness insurance. Career Growth: Opportunities for internal promotions. Paid Training: Learn new skills while earning a paycheck. Casual Dress Code and a collaborative work environment. Physical Requirements This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. Occasional movement and lifting up to 40 pounds may be required. Conditions of Employment Must be authorized to work in the country where the job is based. Willing to submit to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background results. Willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada) Equal Opportunity Employer At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment are based on merit and qualifications. MCI maintains a work environment free from discrimination and harassment. We comply with applicable laws and provide reasonable accommodation where required. About MCI MCI helps customers take on CX and DX challenges differently, delivering industry-leading solutions and driving performance. MCI provides BPO, staff augmentation, contact center services, and IT services. MCI employs 10,000+ people with 150+ North American client partners across multiple brands. #J-18808-Ljbffr Mass Markets