Overview About Us Full Potential Solutions (FPS) is a performance-based technology services firm headquartered in Boston, MA with operations across 19 locations in 11 countries that puts culture and our 6,000 employees first. We employ the best people, processes and proprietary technology available to deliver omnichannel solutions for our clients and provide fulfilling careers for our employees. Our mission is to create an environment within which our people THRIVE! We invest in our people and put culture first because we believe that happy, fulfilled teams can achieve great things. FPS offers a competitive suite of employee benefits, including a lucrative compensation program; medical, dental and vision benefits; and the opportunity for accelerated career growth for high-potential individuals in our fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential, because we believe that if you put people first, we can drive excellence for our clients. Our Core Values: Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues. TEAM is more important than self. Create an atmosphere of mutual respect. Excellence - Deliver exceptional client results, reward and recognize performance, and maintain a relentless pursuit of improvement. Accountability - Act like an owner. Take pride in our work. Measure results (your own and our clients). Be passionate. Grace - Respect and appreciate differences. Care for one another. Be humble. Make work personal. The Trainer is responsible for the training and development of call center personnel in the areas of client deliverables and expectations including product information, and customer service. The Trainer is expected to conduct training with emphasis on customer service, financial related programs and product knowledge. Responsibilities Deliver all types of training related to customer service, sales, and process knowledge Partner with clients in conducting TNA, designing and developing learning content Evaluate training results and identify opportunities Provide operational support by resolving learning gaps affecting performance Work on projects from end-to-end project cycles, starting at project conceptualization to implementation, and revisions Qualifications Excellent oral and written communication skills at all levels of the organization. Exceptional motivational, interpersonal and customer service skills; Demonstrated leadership skills. Demonstrate solid presentation and facilitation skills by having the ability to speak in front of medium to large-sized groups Dependability regarding completion of assignments and attendance. Knowledge of blended learning/e-learning best practices Able to work with various stakeholders in the company to gather project requirements, clarify project specifications, review and approve project outcomes Can handle comments and feedback constructively Able to work independently and with teams Intermediate to advanced presentation and facilitation skills Has strong people management and project management skills Willing to work onsite and shifting schedule