Experienced Call Center Trainer

About the role

MCI is seeking an Experienced Call Center Trainer to design and deliver high‑impact training programs for our agents across multiple client campaigns. You will play a pivotal role in onboarding new hires, upskilling existing staff, and fostering continuous learning in a fast‑paced environment.

Key responsibilities

• Facilitate new‑hire, soft‑skill, product/process, and systems training sessions.
• Design, update, and maintain training manuals, e‑learning modules, and other instructional materials.
• Conduct training needs assessments and propose appropriate learning solutions.
• Measure training effectiveness through assessments, feedback, and performance data.
• Provide post‑training coaching and ongoing support to agents and team leads.
• Collaborate with Quality Assurance and Operations to align training with performance goals.
• Maintain accurate training records and generate reports for internal stakeholders.

Required profile

• Minimum 3 years of experience as a trainer in a BPO or contact‑center environment.
• Highly motivated, dedicated, and able to work in a dynamic, multi‑client setting.
• Strong facilitation and communication abilities.

Required skills

• Experience with LMS platforms.
• Proficiency in virtual training tools.
• Knowledge of adult learning principles and instructional design.

What we offer

• Competitive compensation based on experience.
• HMO coverage with dependent options.
• Dental coverage and in‑house dental assistance worth ₱5,000.
• Additional benefits and incentives designed to support work‑life balance.