Found Description
Contact Center Trainer
MCI is a leading provider of customer experience solutions with a strong call center footprint. 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.
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 cl...