Experienced Call Center Trainer

Position Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

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.

• 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.

At MCI, 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.

• Paid Time Off: PTO and paid holidays.
• Incentives & Rewards:
  Contests with cash bonuses and prizes.
• Health Benefits:
  
  Medical, dental, and vision coverage after 60 days; MEC plans after 30 days (options vary by location).
• Retirement Savings:
  Retirement programs where available.
• Disability Insurance:
  Short-term disability coverage.
• Life Insurance:
  Life insurance options.
• Supplemental Insurance:
  Accident and critical illness insurance.
• Career Growth:
  Internal promotion opportunities.
• Paid Training:
  Learn new skills while earning a paycheck.
• Casual Dress Code:
  Comfortable attire.

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

Subject to program and location:
Background/security investigation with fingerprints (LEVEL II) and drug screening (except where prohibited by local law).

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment are based on merit and qualifications. We maintain a work environment free from discrimination and will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. We do not discriminate on age, ancestry, color, gender identity, genetic information, marital status, medical condition, national origin, disability, or any other protected characteristic.

We are committed to providing reasonable accommodations as required by law. If reasonable accommodations are needed, please contact Human Resources.

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI is a holding company for a diverse lineup of tech-enabled business services and operates globally with multiple brands and subsidiaries.