Call Center Learning Trainer I - JR0308935

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

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?

What you will be doing:

• Under direct supervision, assists in developing and delivering training programs that focus on developing essential skills such as customer service techniques, product knowledge, and communication skills.
• Contributes to the creation and maintenance of training materials, including manuals, presentations, and e-learning modules to ensure alignment with organization policies and industry standards.
• Compiles feedback from participants and stakeholders to continuously improve call center learning initiatives.
• Analyzes basic metrics on current call center learning methods, practices, and curriculum to identify opportunities for improving future training programs and learning materials.
• Conducts research on technological advancements and system changes within the learning and development industry, ensuring that call center training materials and programs are updated and provide cutting-edge information.
• Conducts basic gap analysis to determine professional development needs, leveraging actionable insights to modify training curriculum.
• Builds professional knowledge of Learning and Development best practices and strategies to assist in updating training materials and programs accordingly.
• Collaborates with the training team and call center management to contribute to the overall success of training initiatives.
• Assists in building and maintaining accurate training performance metrics for future use and reporting needs.

What you bring:

• Strong communication and facilitation skills
• Knowledge of business operations and processes
• Experience coaching and developing employees
• Training delivery and certification oversight capabilities2-3 years of contact center experience
• 1+ year serving as a 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

What we offer you:

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A broad range of professional education and personal development possibilities – FIS is your final career step!
• A competitive salary and benefits
• A variety of career development tools, resources and opportunities

With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index. FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the FIS Online Privacy Notice