Position Overview
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San Fernando, PH — MCI, a leading tech‑enabled business services company with a strong call center footprint, is hiring an Experienced Call Center Trainer. The trainer will deliver high‑impact training programs that prepare agents for success in a fast‑paced environment, covering onboarding, upskilling, and continuous learning across client campaigns.
Responsibilities
Facilitate new hire, soft skills, product/process, and system training sessions.
Design and update training materials, manuals, and e‑learning content.
Conduct training needs assessments and recommend appropriate learning solutions.
Evaluate training effectiveness through 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.
Conditions of Employment
Must be authorized to work in the Philippines.
Must be willing to submit a Level II background and/or security investigation, including a fingerprint.
Must be willing to submit to a drug screening (not applicable in Canada).
Physical Requirements
This role 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, and may need to move around the office, reach, raise or lower objects, and exert force up to forty (40) pounds.
Reasonable Accommodation
MCI and its affiliates provide reasonable accommodations in accordance with the Americans with Disabilities Act (ADA) for qualified applicants or employees with disabilities, unless such accommodations would cause undue hardship.
Diversity and Inclusion
MCI maintains a work environment free from discrimination, promoting diversity, equity, and equal opportunity. All employees and applicants are evaluated solely on merit and qualifications. MCI will consider qualified applicants with criminal histories in compliance with applicable laws.
Benefits
Health Maintenance Organization (HMO) coverage plus dependent coverage.
Dental coverage with in‑house dental assistance worth ₱5,000.
Free meals during training.
Career growth and learning opportunities.
Allowances for rice, clothing, laundry, and meals.
Performance and loyalty bonuses.
Frequent workplace disinfection and fogging.
Employee shuttle services.
Company retreats and off‑site events. xhfqzwm
In‑office rewards, raffles, recognition gifts, and treats.
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