FIS Little Rock, AR, USA
Are you someone who thrives in a fast paced training environment? Someone who enjoys helping others learn and become successful in their career? Do you have a minimum of three years class room training experience? If you answered yes then a Call Center Trainer I position may be the career move you’ve been searching for. You’ll be part of a team that trains frontline agents in multiple lines of business or a dedicated line of business as needed. This position offers many rewards professionally as well as a full suite of world class FIS benefits. Don’t let this opportunity to enhance your career pass you by. Job Summary Design, develop, administer and evaluate training programs in connection with call center goals. Evaluate existing training programs, develop new programs and prepare instructional materials. 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. Educational 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 Other Office or call center environment. Some travel may be required. Entry level 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. One or more years financial services experience is preferable.