Training Lead

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.

The Training Lead is responsible for the full learning strategy and delivery experience, ensuring that Specialists receive the instruction, support, and resources needed to develop the skills, knowledge, and confidence required to perform successfully in their roles.

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:

• Leads comprehensive onboarding programs for new hires, ensuring each agent is equipped with the foundational knowledge, skills, and confidence needed to begin handling customer interactions effectively.
• Facilitates a variety of training formats including in‑person sessions, virtual classrooms, and self‑paced learning modules to support different learning styles and ensure consistent knowledge transfer across a group of approximately 50 agents.
• Designs, leads, or supports ad‑hoc and refresher training sessions, addressing emerging needs, product updates, policy changes, and areas where additional reinforcement is required to maintain high performance standards.
• Partners closely with the Quality team to identify knowledge gaps or recurring errors, and develops targeted training interventions that improve accuracy, compliance, and customer experience outcomes.
• Ensures all Specialists have access to accurate, up‑to‑date documentation, tools, and learning resources, enabling them to perform confidently and remain aligned with evolving business requirements.
• Maintains, updates, and enhances training materials including lesson plans, slide decks, guides, and digital assets ensuring all content remains current, engaging, and aligned with operational changes.
• Measures training effectiveness through assessments, feedback, performance trends, and post‑training evaluations, using data to refine learning programs and improve overall impact.

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:

• 3 years in training, facilitation, or instructional design.
• Strong presentation and adult-learning facilitation skills.
• Experience developing curriculum, lesson plans, or e-learning content.
• Ability to assess training effectiveness using performance data.
• Strong organizational and stakeholder management skills.
• Proficiency with LMS platforms and content development tools.

Nice to Have

• Instructional Design certification (ATD, CPTD, etc.).
• Experience with blended learning programs.
• Exposure to change management or new-hire ramp strategies.