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 seeking a dedicated and experienced Call Center Trainer to join our team. This role involves conducting comprehensive training for new contact center agents and ensuring the highest standards of preparedness and efficiency. Spanish-speaking skills would be a valuable asset for this position.

 

This position involves working on a U.S. Federal Contract, and strict compliance with federal guidelines and protocols is mandatory. Candidates must demonstrate the ability to perform duties with precision and maintain confidentiality at all times. Candidates must pass a Level 2 fingerprint background check.

 

Work Schedule:

• Hours of Operation: 7:00 AM to 7:00 PM CST

• Shift Pattern:

  • 7:00 AM to 4:00 PM CST

  • 10:00 AM to 7:00 PM CST

• Flexibility to work assigned shifts is required.

 

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:

• Conduct 6-week training sessions for new contact center support agents as part of the Federal Disaster Support program.

• 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.

STANDARD 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:

• 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.

CONDITIONS

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.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee 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 about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

COMPENSATION, BENEFITS, INCENTIVES, AND REWARDS

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