Senior Call Center Trainer - Onboarding & Upskilling

Mass Markets, Inc.; San Fernando; Hybrid; PHP 420,000 - 620,000; Full time

Benefits offered by this job

HMO Coverage

Dental Coverage

Performance bonuses

Career growth

Job summary

Mass Markets, Inc. is seeking an experienced Call Center Trainer to deliver high-impact training programs across multiple client campaigns. You’ll lead onboarding, upskilling, and continuous learning for agents in a fast-paced BPO environment.

The role emphasizes facilitation, instructional design, and alignment with performance goals, with a comprehensive benefits package and growth opportunities.

Qualifications

• 3+ years of trainer experience in a BPO or contact center.
• Strong facilitation and communication skills.
• Experience with LMS platforms and virtual training tools.

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

Communication

Adult learning

Instructional design

Tools

LMS platforms

Virtual training tools

Job description

Mass Markets, Inc. is seeking an experienced Call Center Trainer to deliver high-impact training programs across multiple client campaigns. You’ll lead onboarding, upskilling, and continuous learning for agents in a fast-paced BPO environment.

The role emphasizes facilitation, instructional design, and alignment with performance goals, with a comprehensive benefits package and growth opportunities.