MassMarkets
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Experienced Call Center Trainer
role at
MassMarkets
3 days ago Be among the first 25 applicants
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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 Las Cruces, NM
Position 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 All positive, driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated and dedicated, and should possess the following qualities:
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. 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)
Compensation & Benefits Our compensation and benefits packages are designed to be competitive and to grow with you over time. 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 contests with cash bonuses and prizes.
Health Benefits: Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days.
Retirement Savings: Secure your future with retirement savings programs.
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: Enjoy a team‑oriented culture.
Casual Dress Code: Be comfortable while you work.
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. The employee will be regularly required to operate computer and other office equipment. 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 (40) 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.
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. We will consider 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. We assist 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 duties, responsibilities, skills, and qualifications required for the job. You may be asked to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Customer Service
Consumer Services
Apply today!
#J-18808-Ljbffr
Experienced Call Center Trainer
role at
MassMarkets
3 days ago Be among the first 25 applicants
Get AI-powered advice on this job and more exclusive features.
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 Las Cruces, NM
Position 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 All positive, driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated and dedicated, and should possess the following qualities:
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. 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)
Compensation & Benefits Our compensation and benefits packages are designed to be competitive and to grow with you over time. 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 contests with cash bonuses and prizes.
Health Benefits: Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days.
Retirement Savings: Secure your future with retirement savings programs.
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: Enjoy a team‑oriented culture.
Casual Dress Code: Be comfortable while you work.
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. The employee will be regularly required to operate computer and other office equipment. 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 (40) 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.
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. We will consider 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. We assist 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 duties, responsibilities, skills, and qualifications required for the job. You may be asked to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Customer Service
Consumer Services
Apply today!
#J-18808-Ljbffr