MassMarkets
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Experienced Call Center Trainer
role at
MassMarkets
Position Overview MCI is one of the fastest‑growing tech‑enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology, e‑commerce, and financial services. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability, and reduce costs.
Location Tampa, FL
Position Responsibilities Key Responsibilities
Facilitate new hire training, soft skills, product/process, and systems training.
Design and update training materials, manuals, and e‑learning content.
Conduct training needs assessments and recommend learning solutions.
Evaluate training effectiveness using assessments, feedback, and performance data.
Provide post‑training coaching and support to agents and team leads.
Collaborate with QA and Operations to align training with performance goals.
Maintain accurate training records and generate reports for internal stakeholders.
Candidate Qualifications
3+ years of experience as a trainer in a BPO or contact center.
Strong facilitation and communication skills.
Experience with LMS platforms and virtual training tools.
Knowledge of adult learning principles and instructional design.
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.
Must be willing to submit to drug screening.
Compensation & Benefits At MCI, we believe that your hard work deserves recognition and reward. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
Benefits
Paid Time Off: Earn PTO and paid holidays.
Incentives & Rewards: Participate in daily, weekly, and monthly contests with cash bonuses and prizes.
Health Benefits: Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment.
Retirement Savings: Secure your future with retirement savings programs where available.
Disability Insurance: Short‑term disability coverage is available.
Life Insurance: Access life insurance options.
Supplemental Insurance: Accident and critical illness insurance.
Career Growth: Focus on internal promotions.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Team‑oriented culture fosters collaboration.
Casual Dress Code: Be comfortable while you work.
Physical Requirements This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects; move objects from place to place; hold onto objects; and move or exert force up to forty pounds.
Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.
Diversity and Equality At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics.
About MCI MCI helps customers take on their CX and DX challenges differently, creating industry‑leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.
Disclaimer The purpose of the above job description is to provide potential candidates with a general overview of the role. It is not an all‑inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.
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Experienced Call Center Trainer
role at
MassMarkets
Position Overview MCI is one of the fastest‑growing tech‑enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology, e‑commerce, and financial services. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability, and reduce costs.
Location Tampa, FL
Position Responsibilities Key Responsibilities
Facilitate new hire training, soft skills, product/process, and systems training.
Design and update training materials, manuals, and e‑learning content.
Conduct training needs assessments and recommend learning solutions.
Evaluate training effectiveness using assessments, feedback, and performance data.
Provide post‑training coaching and support to agents and team leads.
Collaborate with QA and Operations to align training with performance goals.
Maintain accurate training records and generate reports for internal stakeholders.
Candidate Qualifications
3+ years of experience as a trainer in a BPO or contact center.
Strong facilitation and communication skills.
Experience with LMS platforms and virtual training tools.
Knowledge of adult learning principles and instructional design.
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.
Must be willing to submit to drug screening.
Compensation & Benefits At MCI, we believe that your hard work deserves recognition and reward. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
Benefits
Paid Time Off: Earn PTO and paid holidays.
Incentives & Rewards: Participate in daily, weekly, and monthly contests with cash bonuses and prizes.
Health Benefits: Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment.
Retirement Savings: Secure your future with retirement savings programs where available.
Disability Insurance: Short‑term disability coverage is available.
Life Insurance: Access life insurance options.
Supplemental Insurance: Accident and critical illness insurance.
Career Growth: Focus on internal promotions.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Team‑oriented culture fosters collaboration.
Casual Dress Code: Be comfortable while you work.
Physical Requirements This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects; move objects from place to place; hold onto objects; and move or exert force up to forty pounds.
Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.
Diversity and Equality At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics.
About MCI MCI helps customers take on their CX and DX challenges differently, creating industry‑leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.
Disclaimer The purpose of the above job description is to provide potential candidates with a general overview of the role. It is not an all‑inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.
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