Contact Center Trainer

Job Description

Job Description

Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

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

Key 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

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• 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.