Experienced Call Center Trainer

Experienced Call Center Trainer

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.

We are looking for 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.

• 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.

• 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.

• Paid Time Off:
  Earn PTO and paid holidays.
• Incentives & Rewards:
  Daily, weekly, monthly contests including cash bonuses and prizes.
• Health Benefits:
  
  Full‑time employees eligible for medical, dental, and vision coverage after 60 days of employment.
• Retirement Savings:
  Paid contributions at eligible locations.
• Disability Insurance:
  Short‑term disability coverage.
• Life Insurance:
  Life insurance options.
• Supplemental Insurance:
  Accident and critical illness insurance.
• Career Growth:
  Internal promotion focus.
• Paid Training:
  Learn new skills while earning a paycheck.
• Engaging Work Environment:
  Team‑oriented culture, casual dress code.

This role operates in a professional office environment. The employee will sit/stand for long periods using a computer and telephone headset, operate office equipment, and move up to 40 pounds.

• Must be authorized to work in the country where the job is based.
• Must submit a Level II background and/or security investigation with a fingerprint. Position offers contingent on investigation results.
• Must submit to drug screening. Position offers contingent on drug screening results.

In compliance with the Americans with Disabilities Act, MCI provides reasonable accommodations upon request.

At MCI we embrace differences and maintain a work environment free from discrimination. All aspects of employment are based solely on merit and qualifications. MCI considers qualified applicants with criminal histories in a manner consistent with laws and provides reasonable accommodations for qualified employees with protected disabilities where applicable.