Job Description
Position Overview
San Fernando, PH — MCI, a leading tech‑enabled business services company with a strong call center footprint, is hiring an Experienced Call Center Trainer. The trainer will deliver high‑impact training programs that prepare agents for success in a fast‑paced environment, covering onboarding, upskilling, and continuous learning across client campaigns.
Responsibilities
- Facilitate new hire, soft skills, product/process, and system training sessions.
- Design and update training materials, manuals, and e‑learning content.
- Conduct training needs assessments and recommend appropriate learning solutions.
- Evaluate training effectiveness through 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...