Senior Trainer

Senior Trainer

What You Will be Doing:

• 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.

What you bring:

Bachelor's degree in education, communications or business or the equivalent combination of education, training, or work experience.

• 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

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. May provide guidance and/or mentoring to less experienced Call Center Trainer I. 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.