Experienced Call Center Trainer

Position Overview MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e‑commerce, and financial services. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities, and contribute to the success of a globally expanding, industry‑leading organization. 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. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre‑employment test. Position Responsibilities Key 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 WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? All positive and driven applicants are encouraged to apply. The ideal candidate for this position is highly motivated, dedicated, and should possess the following qualities: 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 and Benefits At MCI, your hard work is recognized and rewarded. Our compensation and benefits packages are competitive and grow with your experience. What You Can Expect From MCI: HMO Coverage plus a dependent. Dental Coverage – in‑house dental assistance worth ₱5,000. Free meal during training. Career growth and learning opportunities. Allowances for rice, clothing, laundry, and meals. Performance and loyalty bonuses. Frequent disinfection and fogging of workplace. Opportunities for growth and promotion. Employee shuttle services. Company retreats and off‑site events. Recognition gifts, raffles, and treats. Employee support for balancing work and life. 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 regularly operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move around the office, reach in any direction, raise or lower objects, move objects from place to place, hold onto objects, and 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 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. 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, treating employees with dignity and respect. 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 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. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. About MCI MCI helps customers take on their CX and DX challenges differently, creating industry‑leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s fastest‑growing company in the State of Iowa and the 452nd fastest‑growing privately‑owned company in the USA, making the coveted top 500 for the first time. For more than a century, MCI has been a subsidiary of several businesses offering technology‑enabled services. Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech‑enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services, and Temporary and Administrative Professional Staffing (TAPS). Additional Information The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all‑inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason. #J-18808-Ljbffr