Overview
Full-Time
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.
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.
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 & 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 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
* 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. 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 exert force up to forty (40) pounds.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI 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 are based on merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI does not discriminate or harass on the basis of age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex, or any other characteristic protected by law. All employees share responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.
About MCI
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 hosting, software, staff, and services. MCI has ten BPO facilities in multiple locations and employs 10,000+ individuals with 150+ client partners. MCI brands include MCI BPO, MCI BPOaaS, MarketForce, and more.
Disclaimer
The purpose of the above job description is to provide potential candidates with a general overview of the role. It is not an all-inclusive list of duties, responsibilities, skills, and qualifications. The employer reserves the right to revise this description at any time. This description is not a contract for employment, and either party may terminate employment at any time, for any reason.
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