Contact Center Trainer

About the role

MCI is seeking a motivated Contact Center Trainer to design and deliver high‑impact training programs for new hires and existing agents across multiple client accounts. You will help agents exceed client expectations and deliver exceptional customer experiences.

Key responsibilities

• Facilitate engaging training sessions (in‑person and virtual) for onboarding, soft‑skills, product, and system knowledge.
• Develop client‑specific training materials, manuals, and e‑learning content.
• Assess training effectiveness through quizzes, feedback, and performance metrics.
• Collaborate with operations and quality teams to identify performance gaps and training needs.
• Maintain accurate training records and generate reports for internal and client stakeholders.
• Stay updated on BPO trends and best practices to continuously improve delivery.

Required profile

• Bachelor’s degree in Education, Communications, or a related field (preferred).
• 2+ years of experience as a trainer in a BPO or high‑volume contact center.
• Fluent in English and Spanish.
• Strong facilitation, communication, and interpersonal abilities.
• Training certifications such as Train‑the‑Trainer or Instructional Design are a plus.

Required skills

• Learning Management Systems (LMS) and virtual training tools.
• Microsoft Office suite.
• Contact‑center platforms (CRM, dialer systems).

What we offer

• Competitive compensation and benefits package.
• Opportunities for continuous learning and career growth within a fast‑growing tech‑enabled services company.