Call Center Trainer I

GENERAL DUTIES & RESPONSIBILITIES
• Conducts full scope of activities required to deliver new employee orientation and on-going training for call center personnel. On-going training classes include soft skills training (leadership, communication, stress management, etc.), supervisor training, process training and product training. Audience is comprised of employees and supervisors.
• Ensures class objectives and learning curve performance metrics are achieved according to pre-defined plan.
• May design and develop training materials and curriculum.
• Recommends additional learning materials as appropriate.
• Conducts evaluations and develops new programs to address individual, departmental or company needs. Researches and develops program content to achieve specific objectives for each program.
• Coordinates with quality assurance and other internal departments to identify new training needs and/or changes to existing training curriculum.
• Adapts existing programs to suit various audiences.
• Reviews and updates policy and procedure manuals.
• Assesses employee training needs and provides feedback to management.
• Maintains internal department and external class training records.
• May work with vendors to bring in external training courses.
• Coordinates all assigned projects, ensures projects are completed by target deadlines and provides project status updates to management.
• Other related duties assigned as needed.
EDUCATION REQUIREMENTS
Bachelor’s degree in education, communications or business or the equivalent combination of education, training, or work experience.
GENERAL KNOWLEDGE, SKILLS & ABILITIES
• Knowledge of the company’s products, services and business operations
• Project coordination experience preferred
• Advanced presentation, interpersonal, time management, and organizational skills
• Strong training program design experience
• Excellent verbal and written communication skills
• Proficiency in MS Office applications, e.g., Word, Excel and PowerPoint
• Ability to work both independently and in a team environment
FIS JOB LEVEL DESCRIPTION
Entry level professional role. Basic skills with moderate level of proficiency. Works under general supervision with latitude for independent judgment. Consults with senior peers and management on complex issues to learn through experience. Typically requires up to three years training experience, preferably in a call center or customer service organization.

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.

#pridepass