Call Center Learning Specialist I

FIS Global; Philippines; On-site; PHP 500,000 - 800,000; Full time

Benefits offered by this job

Competitive salary

Professional development opportunities

Health andBenefits package

Learning & Development resources

Job summary

FIS Global is seeking a Training Specialist to support the design, delivery, and maintenance of call center training programs. The role emphasizes customer service skills, product knowledge, and effective communication to elevate team performance.

Responsibilities include creating learning materials, assessing feedback, and ensuring curricula stay current with industry standards and technology changes. A focus on collaboration with management helps drive successful training initiatives and

Qualifications

• Excellent verbal and written communication.
• Ability to facilitate and present to groups.
• Experience coaching and developing employees in a contact center environment.
• 2-3 years of contact center experience.
• 1+ year serving as SME, mentor, coach, quality analyst, or trainer.

Responsibilities

• Assist in developing and delivering training programs focusing on customer service, product knowledge, and communication skills.
• Contribute to training materials, manuals, presentations, and e-learning modules.
• Collect feedback to improve learning initiatives.
• Analyze basic metrics to improve training methods and curriculum.
• Research industry trends to keep materials up to date.
• Perform gap analyses to identify development needs and update curricula.
• Maintain knowledge of L&D best practices and update materials accordingly.
• Collaborate with training team and call center management on initiatives.
• Help build and maintain training performance metrics for reporting.

Skills

Communication skills

Facilitation

Coaching

Training delivery

Office productivity

Google Suite

Microsoft Office

Organizational skills

Tools

Microsoft Office

Google Suite

Job description

FIS Global is seeking a Training Specialist to support the design, delivery, and maintenance of call center training programs. The role emphasizes customer service skills, product knowledge, and effective communication to elevate team performance.

Responsibilities include creating learning materials, assessing feedback, and ensuring curricula stay current with industry standards and technology changes. A focus on collaboration with management helps drive successful training initiatives and