Experienced Call Center Trainer

Position Overview MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We are looking for an Experienced Call Center Trainer to deliver high-impact training programs that prepare our agents to succeed in a fast-paced environment. You’ll play a key role in onboarding, upskilling, and supporting continuous learning across multiple client campaigns. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. 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 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. Compensation & Benefits At MCI, your hard work deserves recognition and rewards. Our compensation and benefits packages are designed to be competitive and to grow with you over time. HMO coverage plus a dependent. Dental coverage, including in-house assistance worth ₱5,000. Free meal during training. Career growth and learning opportunities. Allowances for rice, clothing, laundry, and meals. Performance and loyalty bonuses. Frequent disinfection and fogging of workplace. Opportunities for growth and promotion. Employee shuttle services. Company retreats and off‑site events. Social recognition and rewards. 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 may occasionally be required to move around the office, reach, lift, or hold objects up to forty (40) pounds. CONDITIONS OF EMPLOYMENT All MCI Locations 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), 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. EQUAL OPPORTUNITY EMPLOYER At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, 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, one where employees are treated with dignity and respect. We will not tolerate discrimination or harassment based on any protected characteristic. #J-18808-Ljbffr