Call Center Trainer

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Commerce/Business

Travel Percentage :

0%

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.

About the team:

The Quality and Training Team (BPO Europe) cover a wide range of managed services covering support for clients in providing quality assurance and training needs for FIS related systems and processes. This position is fully based in the Birmingham Office (Tricorn House) and will over the Debit and Prepaid Risk Management Services Team.

What you will be doing:

Design, develop, administer, and evaluate training programs in connection with department goals. There will be regular workshops and upskilling sessions to the members of the team. You will also deliver a full training programme to new agents to the department. Evaluate existing training programs, develop new programs and prepare instructional materials.

What you bring:

Conducts full scope of activities required to deliver new employee orientation and on-going training for call centre personnel. On-going training classes include soft skills training (leadership, communication, stress management, etc.), supervisor training, process training and product training.

• Ensures class objectives and learning curve performance metrics are achieved according to pre-defined plan.

• May design and develop training materials and curriculum. While not essential having a training design background would be beneficial

• 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.

What we offer you:

• Attractive benefits including private medical cover, dental cover, and travel insurance

• A modern, international work environment and a dedicated and motivated team

• A variety of career development tools, resources, and opportunities

• Time to support charities and give back in your community

• A work environment built on collaboration, flexibility, and respect

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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