Experienced Call Center Trainer

MCI Careers; San Fernando; On-site; PHP 1,116,000 - 1,339,200; Full time

Benefits offered by this job

Health (HMO) Coverage

Dental Coverage

Free meal during training

Career growth and learning

Performance and loyalty bonuses

Employee shuttle services

Company retreats and off-site events

Job summary

MCI Careers in San Fernando, Pampanga, is seeking an experienced call center trainer. The trainer will deliver impactful training programs that prepare agents for success. Responsibilities include conducting new hire training, designing training materials, and evaluating training effectiveness. Candidates should have over 3 years of experience in a BPO setting and possess strong facilitation and communication skills. Benefits include health coverage, allowances, and career growth opportunities.

Qualifications

• Experienced call center trainer for onboarding and upskilling agents.
• Deliver high-impact training programs in a fast-paced environment.
• Design and update training materials and e-learning content.

Responsibilities

• Facilitate new hire training and systems training.
• Conduct training needs assessments and recommend solutions.
• Evaluate training effectiveness using performance data.

Skills

Facilitation skills

Communication skills

Experience with LMS platforms

Knowledge of adult learning principles

Education

3+ years of experience as a trainer in a BPO or contact center

Job description

Position Overview

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.

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.

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

• Health (HMO) Coverage plus 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 and making new friends
• More in‑office rewards, raffles, recognition gifts, and treats

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. The employee 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 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)

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation 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, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant 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, regulations, and ordinances. MCI will consider for employment qualified 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. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.