Contact Center Trainer
7 days ago
San Fernando
ph3Position Overview /h3 pMCI is a fast‑growing tech‑enabled business services company with a strong call center footprint across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions to a wide range of industries, including healthcare, retail, government, education, telecom, technology, e‑commerce, and financial services. MCI’s contact centres are staffed by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability, and reduce costs. /p pWe are looking for a skilled and enthusiastic bContact Center Trainer /b to deliver high‑impact training programs that prepare our agents to exceed client expectations and deliver exceptional customer experiences. If you are passionate about coaching, communication, and continuous improvement, we invite you to apply. /p h3Key Responsibilities /h3 ul liDeliver engaging training sessions for new hires and existing agents across multiple client accounts. /li liDevelop training materials, manuals, and e‑learning content tailored to client‑specific processes. /li liConduct onboarding, soft‑skills, product, and systems training in both in‑person and virtual formats. /li liEvaluate training effectiveness through assessments, feedback, and performance metrics. /li liCollaborate with operations and quality teams to identify training needs and performance gaps. /li liMaintain accurate training records and prepare reports for internal and client stakeholders. /li liStay current with BPO trends and best practices to continuously improve training delivery. /li /ul h3Candidate Qualifications /h3 ul liBachelor’s degree in Education, Communications, or a related field (preferred). /li li2+ years of experience as a trainer in a BPO or high‑volume contact centre. /li liStrong facilitation, communication, and interpersonal skills. /li liFluent in English and Spanish. /li liExperience with Learning Management Systems (LMS) and virtual training tools. /li liProficiency in Microsoft Office and contact centre platforms (e.g., CRM, dialers). /li liAbility to manage multiple training batches in a fast‑paced environment. /li liTraining certifications (e.g., Train‑the‑Trainer, Instructional Design) are a plus. /li /ul h3Compensation Benefits /h3 pStarting compensation is based on experience and includes a competitive salary, performance bonuses, and a comprehensive benefits package. Benefits include: HMO coverage, dental coverage, meal allowances during training, career growth and learning opportunities, performance and loyalty bonuses, employee shuttle services, company retreats, and other rewards. /p h3Physical Requirements /h3 pThis job operates in a professional office environment. The employee will be largely sedentary, required to sit/stand for long periods while using a computer and telephone headset. They may occasionally need to move about the office, reach in any direction, and lift or move objects up to 40 pounds. /p h3Conditions of Employment /h3 ul liMust be authorized to work in the country where the job is based. /li liMust 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. /li liMust be willing to submit to drug screening; job offers are contingent on drug screening results (does not apply in Canada). /li /ul h3Reasonable Accommodation /h3 pConsistent with the Americans with Disabilities Act (ADA), MCI and its affiliates provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The request applies to all aspects of employment. /p h3Equal Opportunity Employer /h3 pMCI embraces differences and provides a work environment free from discrimination. All aspects of employment are based solely on merit and qualifications. MCI does not discriminate against any employee or applicant on any protected characteristic and considers qualified applicants with criminal histories in a manner consistent with applicable laws. /p /p #J-18808-Ljbffr
142 Calle Real, 11100, San Fernando
