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.
At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities, and contribute to the success of a globally expanding, industry‑leading organization.
Position Responsibilities
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.
Compensation & Benefits
* Competitive base pay based on experience.
* HMO coverage plus a dependent.
* Dental coverage and in‑house dental assistance worth ₱5,000.
* Rank‑and‑file coverage: ₱100,000.
* Supervisor/manager coverage: ₱120,000.
* 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.
* Rewards and recognition gifts.
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 will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer, and 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.
Conditions of Employment
* Must be authorized to work in the country where the job is based.
* Must be willing to submit 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.
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. The policy applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.
Equal Opportunity Employer
At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, company, customers, and community. All aspects of employment are based solely on merit and qualifications. MCI maintains a work environment free from discrimination and harassment. MCI does not discriminate 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. MCI will consider 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.
#J-18808-Ljbffr