Call Center Trainer

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Job Description

GENERAL DUTIES & RESPONSIBILITIES

• Facilitates specific aspects of training; utilizes open-ended questions; manages challenging participants; recognizes differences in student learning styles; effectively uses classroom presentation systems

• Obtains recommendations and feedback from managers on future training classes for the department

• Consistently assesses onboarding and training effectiveness, and recommends, initiates, and/or implements necessary updates and changes to courses

• Maintains relationships with supervisors/managers to get feedback on the performance of newly trained associates in order to monitor effectiveness

• Provide necessary documentation and recommend data driven action plan to address performance concerns

• Coordinate with Business Management and Administrative Assistants to ensure technology needs are met and roles are clear

• Initiates and/or manages projects essential to associates development i.e., design, continuing education, system testing etc.

EDUCATION REQUIREMENTS

• High school diploma/equivalent and 2 years of related work experience, or

• Associate degree and 1-year related work experience, or

• College degree

GENERAL KNOWLEDGE, SKILLS & ABILITIES

• Independent problem-solving skills

• Advanced presentation, interpersonal, time management, and organizational skills

• Excellent Communication skills- both written and verbal

• 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

Developing level role. Moderate skills with high level of proficiency. Performs the full scope of activities required to conduct new employee orientation and on-going training for call center personnel. Works under general to limited supervision with latitude for independent judgment. Typically requires a minimum of five years training experience, preferably in a call center or customer service organization. One or more years financial services experience is preferable.

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Privacy Statement

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EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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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