Contact Center Trainer (San Fernando)

Overview MCI is one of the fastest‑growing tech‑enabled business services companies in the USA, delivering 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 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 organization. We are looking for a skilled and enthusiastic Contact Center Trainer to join our team. The role involves delivering high‑impact training programs that prepare agents to exceed client expectations and deliver exceptional customer experiences. Key Responsibilities
- Deliver engaging training sessions for new hires and existing agents across multiple client accounts.
- Develop training materials, manuals, and e‑learning content tailored to client‑specific processes.
- Conduct onboarding, soft‑skills, product, and systems training in both in‑person and virtual formats.
- Evaluate training effectiveness through assessments, feedback, and performance metrics.
- Collaborate with operations and quality teams to identify training needs and performance gaps.
- Maintain accurate training records and prepare reports for internal and client stakeholders.
- Stay current with BPO trends and best practices to continuously improve training delivery. Qualifications
- Bachelor’s degree in Education, Communications, or a related field (preferred).
- 2+ years of experience as a trainer in a BPO or high‑volume contact center.
- Strong facilitation, communication, and interpersonal skills.
- Fluent in English and Spanish.
- Experience with Learning Management Systems (LMS) and virtual training tools.
- Proficiency in Microsoft Office and contact center platforms (e.g., CRM, dialers).
- Ability to manage multiple training batches in a fast‑paced environment.
- Training certifications (e.g., Train‑the‑Trainer, Instructional Design) are a plus. Compensation Starting compensation is based on experience. MCI offers a variety of benefits and incentives to support and reward our team members. Compensation packages are designed to be competitive and to grow with employees over time. Benefits
- HMO Coverage plus a 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 opportunities.
- Allowances for rice, clothing, laundry, and meals.
- Performance and loyalty bonuses.
- Frequent disinfection and fogging of the workplace.
- Opportunities for growth and promotion.
- Employee shuttle services.
- Company retreats and off‑site events.
- Recognition gifts, raffles, and in‑office rewards. Physical Requirements This role operates in a professional office environment and is largely sedentary. The employee will be required to sit/stand for long periods while using a computer and telephone headset, operate office equipment, and occasionally move about the office. The employee may need to reach in any direction, lift or lower 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 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), MCI’s policy is to provide reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship. The policy 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, treating employees with dignity and respect. 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. #J-18808-Ljbffr Postúlate en Kit Empleo: kitempleo.es/empleo/6s2xk1