Experienced Call Center Trainer

POSITION OVERVIEW

Las Cruces, NM

MCI is a tech‑enabled business services company offering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across multiple industries. We provide award‑winning contact center services both on‑site and remote, leveraging advanced technology to enhance customer journeys.

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. Responsibilities include onboarding, upskilling, and supporting continuous learning across multiple client campaigns.

• Facilitate new hire training, soft skills, product/process, and system 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.

Starting compensation is based on experience. We offer a competitive package that grows with you, including:

• Paid Time Off (PTO) and paid holidays.
• Incentives & rewards through contests and bonuses.
• Health benefits:
  
  comprehensive medical, dental, and vision after 60 days (full‑time) and MEC plans after 30 days.
• Retirement savings plans where available.
• Disability insurance.
• Life insurance.
• Accident and critical illness insurance.
• Career growth opportunities via internal promotions.
• Paid training.
• Casual dress code.

This role is performed in a professional office environment. Responsibilities include prolonged sitting/standing, computer use, headset use, phone use, periodic movement within the office, reaching, and lifting up to 40 pounds.

Consistent with the ADA, MCI provides reasonable accommodations when requested by a qualified applicant or employee unless it would cause undue hardship.

MCI embraces diversity and fosters an inclusion environment. All employment decisions are based on merit and qualifications. MCI prohibits discrimination or harassment based on protected characteristics. MCI is an equal opportunity employer.

We encourage highly motivated and dedicated candidates to apply.