Experienced Call Center Trainer

Position Overview

Manila, PH

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.

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

• All MCI Locations: Must be authorized to work in the country where the job is based.
• Subject to the program and location of the position: 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 Details

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

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. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect From MCI

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• HMO Coverage plus a dependent (Rank & File: ₱100,000 coverage; Supervisors/Managers: ₱120,000 coverage)
• Dental Coverage
• In-house dental assistance worth ₱5,000
• Free meal during training
• Career growth and learning
• Allowances for rice, clothing, laundry and meals
• Performance and loyalty bonuses
• Frequent disinfection, fogging of workplace
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off-site events
• Sharpen your social skills while meeting awesome people and making new friends
• Plus, more in-office rewards, raffles, recognition gifts, and treats

Physical Requirements

This job operates in a professional office environment. 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 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. 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, where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment. 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. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

About Mci (parent Company)

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. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Disclaimer

The purpose of the above job description is to provide potential candidates with a general overview of the role. It\'s 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 upon 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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