Experienced Call Center Trainer

LOCATION

Wichita, KS

POSITION 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.

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.

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.

POSITION RESPONSIBILITIES

Key Responsibilities:

* 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.

CANDIDATE 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 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.

CONDITIONS OF EMPLOYMENT

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. (Does not apply in Canada)

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

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.

What You Can Expect from MCI:

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

* Paid Time Off:
Earn PTO and paid holidays to take the time you need.

* Incentives & Rewards:
Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!

* Health Benefits:

Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.

* Retirement Savings:
Secure your future with retirement savings programs, where available.

* Disability Insurance:
Short-term disability coverage is available to help protect you during unexpected challenges.

* Life Insurance:
Access life insurance options to safeguard your loved ones.

* Supplemental Insurance:
Accident and critical illness insurance

* Career Growth:
With a focus on internal promotions, employees enjoy significant advancement opportunities.

* Paid Training:
Learn new skills while earning a paycheck.

* Fun, Engaging Work Environment:
Enjoy a team-oriented culture that fosters collaboration and engagement.

* Casual Dress Code:
Be comfortable while you work.

Compensation & Benefits that Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you're ready to…