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, Business Process Outsourcing, and Anything-as-a-Service 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 seeking a dedicated and experienced Call Center Trainer to conduct comprehensive training for new contact center agents and ensure the highest standards of preparedness and efficiency. Spanish-speaking skills would be a valuable asset for this position.

• Conduct 6-week training sessions for new contact center support agents.
• Develop, update, and maintain training materials to align with program objectives and evolving needs.
• Deliver engaging and effective training sessions that equip agents with the skills and knowledge required for success.
• Monitor and assess trainee progress, providing constructive feedback and additional support as needed.
• Collaborate with team leads and supervisors to identify training needs and address performance gaps.
• Ensure training materials and sessions comply with program guidelines and industry standards.
• Act as a point of contact for training-related inquiries and provide ongoing support to agents post-training.
• Maintain accurate training records and generate reports on trainee performance and program outcomes.

• A degree or certification is preferred but not required.
• At least 2 years of experience in a contact center environment.
• Previous training experience is preferred.
• Supervisory experience is a plus.
• Strong communication and presentation skills.
• Ability to create and adapt training materials to meet diverse learning needs.
• Proficiency in using training tools and contact center software.
• Strong organizational and time management skills.
• Spanish-speaking skills are a plus.

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

Benefits include:

• Paid Time Off (Earn PTO and paid holidays)
• Incentives & Rewards (daily, weekly and monthly contests with cash bonuses and prizes)
• Health Benefits (comprehensive medical, dental, vision coverage after 60 days and MEC plans after 30 days)
• Retirement Savings (available where applicable)
• Disability Insurance (short-term)
• Life Insurance
• Supplemental Insurance (accident and critical illness)
• Career Growth opportunities
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code

This job operates in a professional office environment. Employees will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. They will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move around the office, reach in any direction, raise or lower objects, and move objects up to 40 pounds.

All MCI Locations:
Must be authorized to work in the country where the job is based.

Subject to the program and location of the position:
Must be willing to submit up 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.

Consistent with the Americans with Disabilities Act, MCI and its affiliates provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. We embrace differences and believe diversity is a benefit to our employees, customers, and community. MCI does not discriminate on the basis of any protected characteristic. We consider qualified applicants with criminal histories in a manner consistent with local and federal requirements.

We will not tolerate discrimination or harassment.