Contact Center Trainer

LOCATION

Tampa, FL

POSITION OVERVIEW

MCI is a leading tech-enabled business services company with a strong call center footprint. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) solutions across diverse industries, powered by on‑site and remote agents and advanced technology. Our goal is to enhance customer journeys, drive scalability, and reduce costs. The Contact Center Trainer will design and deliver high‑impact training programs, preparing agents to exceed client expectations and deliver exceptional customer experiences. Passion for coaching, communication, and continuous improvement is essential.

POSITION 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.

CANDIDATE QUALIFICATIONS

The ideal candidate is highly motivated, dedicated, and possesses the following 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.

CONDITIONS OF EMPLOYMENT

Must be authorized to work in the United States. Must be willing to submit to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

COMPENSATION DETAILS

At MCI, we offer competitive compensation and a comprehensive benefits package designed to support work‑life balance and career growth. Paid Time Off: Earn PTO and paid holidays. Incentives & Rewards: Employee incentive programs include daily, weekly, and monthly contests with cash bonuses and prizes. Health Benefits: Full‑time employees are eligible for medical, dental, and vision coverage after 60 days; all employees have access to MEC plans after 30 days. Retirement Savings: Available retirement savings programs. Disability Insurance: Short‑term disability coverage for unexpected challenges. Life Insurance: Life insurance options for employee protection. Supplemental Insurance: Accident and critical illness insurance. Career Growth: Emphasis on internal promotions. Paid Training: Earn while learning new skills. Work Environment: Team‑oriented culture with engagement activities. Dress Code: Casual.

PHYSICAL REQUIREMENTS

Professional office environment; largely sedentary. Required to sit/stand for long periods while using a computer and telephone headset. Regular use of a computer and other office equipment. Ability to move within the office, reach in any direction, and lift or move objects up to forty (40) pounds.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship. The policy applies to all aspects of employment.

DIVERSITY AND EQUALITY

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 at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. #J-18808-Ljbffr MCI