Contact Center Trainer
hace 22 horas
San Fernando
Position Overview ¿Es usted el candidato adecuado para esta oportunidad? Asegúrese de leer la descripción completa a continuación. MCI 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. We are looking for a skilled and enthusiastic Contact Center Trainer 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. Key Responsibilities • Deliver engaging training sessions for new hires and existing agents across multiple client accounts., • Develop training materials, manuals, and e‑learning content tailored to client‑specific processes., • Conduct onboarding, soft‑skills, product, and systems training in both in‑person and virtual formats., • Evaluate training effectiveness through assessments, feedback, and performance metrics., • Collaborate with operations and quality teams to identify training needs and performance gaps., • Maintain accurate training records and prepare reports for internal and client stakeholders., • Stay current with BPO trends and best practices to continuously improve training delivery. Candidate Qualifications • 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 centre., • Strong facilitation, communication, and interpersonal skills., • Fluent in English and Spanish., • Experience with Learning Management Systems (LMS) and virtual training tools., • Proficiency in Microsoft Office and contact centre platforms (e.g., CRM, dialers)., • Ability to manage multiple training batches in a fast‑paced environment., • Training certifications (e.g., Train‑the‑Trainer, Instructional Design) are a plus. Compensation & Benefits Starting 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. Physical Requirements This 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. Conditions of Employment • Must be authorized to work in the country where the job is based., • 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). Reasonable Accommodation Consistent 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. Equal Opportunity Employer MCI embraces differences and provides a work environment free from discrimination. All aspects of employment are based solely on merit and qualifications. xcskxlj 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. #J-18808-Ljbffr
