Trainer I, Call Center Learning

FIS; Quezon; On-site; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Competitive salary and benefits

Career development opportunities

Professional education and training

Job summary

FIS in the Philippines seeks a Learning & Development Specialist to assist in developing and delivering training for call center teams. You will create materials, measure impact, and ensure alignment with policies and standards.

The role requires 2-3 years in a contact center, SME/mentor experience, and strong facilitation, presentation, and coaching skills. You will work with the training team and management to drive improvements and report on performance metrics.

Qualifications

• Strong communication and facilitation skills are essential.
• Experience coaching and developing employees in a contact center.
• Knowledge of adult learning principles and training techniques.
• Ability to design and deliver training materials and programs.
• Proficient with Microsoft Office and training tools; familiar with Google Suite.

Responsibilities

• Develop and deliver training programs focusing on customer service and communication.
• Create and maintain manuals, presentations, and e-learning modules.
• Collect feedback to improve learning initiatives and materials.
• Analyze basic metrics to identify opportunities for improvement.
• Research industry advances to keep training content up-to-date.
• Perform gap analyses to identify professional development needs.
• Collaborate with training team and call center management on initiatives.
• Maintain training performance metrics for reporting needs.

Skills

Strong communication

Facilitation skills

Coaching employees

Adult learning principles

Time management

Organizational skills

Constructive feedback

Verbal communication

Written communication

Training needs analysis

Presentation skills

Learning & development mindset

Tools

Microsoft Office

Google Suite

Training tools

Job description

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

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 capabilities

• 2-3 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 Online Privacy Notice

Privacy Statement

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 Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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