Call Center Trainer

About the role

MCI is seeking an experienced Call Center Trainer to lead comprehensive training programs for new contact‑center agents supporting a U.S. Federal Disaster Support contract. The role focuses on delivering engaging instruction, monitoring trainee progress, and ensuring compliance with federal guidelines.

Key responsibilities

• Conduct 6‑week training sessions for new agents as part of the Federal Disaster Support program.
• Develop, update, and maintain training materials aligned with program objectives and evolving needs.
• Deliver engaging training that equips agents with the necessary skills and knowledge.
• Monitor trainee progress, provide constructive feedback, and offer additional support when needed.
• Collaborate with team leads and supervisors to identify training gaps and address performance issues.
• Ensure all training content complies with federal program guidelines and industry standards.
• Serve as the primary point of contact for training‑related inquiries and provide post‑training support.
• Maintain accurate training records and generate performance reports.

Required profile

• At least 2 years of experience in a contact‑center environment.
• Degree or certification preferred but not mandatory.
• Ability to pass a Level 2 fingerprint background check and maintain strict confidentiality.
• Flexibility to work assigned shifts within the 7:00 AM – 7:00 PM CST window.
• Spanish‑language proficiency is a valuable asset.

Required skills

• No specific technical skills required.