Senior Call Center Trainer & Enablement Lead

MCI Careers; Taguig; On-site; PHP 391,000 - 670,000; Full time

Benefits offered by this job

HMO Coverage with dependent

Dental Coverage

Free meal during training

Career growth and learning

Allowances for rice, clothing, laundry

Job summary

MCI is a fast-growing tech-enabled business services company with a global CX and BPO footprint. We are seeking an Experienced Call Center Trainer to deliver high-impact programs that prepare agents for success across client campaigns.

The role focuses on onboarding, upskilling, and continuous learning, leveraging LMS platforms and virtual tools to design materials, assess performance, and provide coaching in a fast-paced environment.

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.

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.

Skills

Facilitation skills

Communication skills

LMS experience

Adult learning

Instructional design

Tools

LMS platforms

Virtual training tools

Job description

MCI is a fast-growing tech-enabled business services company with a global CX and BPO footprint. We are seeking an Experienced Call Center Trainer to deliver high-impact programs that prepare agents for success across client campaigns.

The role focuses on onboarding, upskilling, and continuous learning, leveraging LMS platforms and virtual tools to design materials, assess performance, and provide coaching in a fast-paced environment.