Experienced Call Center Trainer

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.

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

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 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
• Plus, more in-office rewards, raffles, recognition gifts, and treats

Physical & Employment Details

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; and exert up to forty (40) pounds.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security results.
• Must be willing to submit to drug screening. (Not applicable in Canada)

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship. For accommodation requests, please contact Human Resources.

Equal Opportunity Employer

At MCI, we embrace differences and believe diversity is a benefit. All aspects of employment are based on merit and qualifications. MCI maintains a work environment free from discrimination and will not tolerate discrimination or harassment. We provide reasonable accommodations to qualified employees with protected disabilities to the extent required by law.

About MCI (parent Company)

MCI helps customers take on CX and DX challenges differently, delivering solutions that drive performance. MCI supports business process outsourcing, staff augmentation, contact center services, and IT services. The above job description provides a general overview and is not an all-inclusive list of duties. The employer may revise this description at any time. This job description is not a contract for employment.

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