Call Center Learning Coach I

FIS; Quezon City; On-site; PHP 350,000 - 550,000; Full time

Benefits offered by this job

Competitive salary

Professional development

Job summary

FIS is seeking a proactive Learning & Development professional to support training initiatives for call center teams in Quezon City. You will help develop, deliver, and update training programs focused on customer service, product knowledge, and communication skills.

The role emphasizes coaching, material development, and continuous improvement through data-driven insights, with collaboration across the training team and management.

Qualifications

• Strong communication and facilitation skills.
• Knowledge of business operations and processes.
• Experience coaching and developing employees.
• Training delivery and certification oversight capabilities.
• 2-3 years of contact center experience.
• 1+ year serving as SME, mentor, coach, quality analyst, or trainer.
• Demonstrated facilitation and presentation skills.
• Proficiency with Microsoft Office and training tools.
• Proficiency with Google Suite and training tools.
• Strong performance and attendance record.
• Strong verbal and written communication.
• Ability to coach and provide constructive feedback.
• Knowledge of adult learning principles and training techniques.
• Strong organizational and time management skills.

Responsibilities

• Assist in developing and delivering training programs focusing on customer service, product knowledge, and communication.
• Create and maintain training materials, manuals, presentations, and e-learning modules.
• Collect feedback from participants and stakeholders to improve learning initiatives.
• Analyze basic metrics on current training methods to identify improvements.
• Research advancements in learning technology and update materials accordingly.
• Conduct gap analyses to determine development needs and adjust curriculums.
• Build knowledge of L&D best practices to refresh training materials.
• Collaborate with training team and call center management for successful initiatives.
• Maintain accurate training performance metrics for reporting.

Skills

Communication

Facilitation

Coaching

Training delivery

Contact center

Adult learning

Time management

Organization

Presentation skills

Microsoft Office

Google Suite

Tools

Microsoft Office

Google Suite

Job description

FIS is seeking a proactive Learning & Development professional to support training initiatives for call center teams in Quezon City. You will help develop, deliver, and update training programs focused on customer service, product knowledge, and communication skills.

The role emphasizes coaching, material development, and continuous improvement through data-driven insights, with collaboration across the training team and management.