Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

Summary of This Role

The Learning Consultant 1 will be responsible for assisting in the preparation, design, and development of training programs as well as delivering and facilitating these training programs at the Contact Center level; involved in measuring and evaluating the training programs conducted; will provide coaching and feedback to trainees and implement training interventions. The Learning Consultant 1 will also assist in identifying appropriate training solutions to address the knowledge and skill gaps of newly-hired and existing agents thereby leading to performance improvement of the account and lines of business.

What Part Will You Play?

Facilitates Pre-New Hire and New Hire, cross-skill, and upskill classes.

Provides coaching and feedback to trainees on performance-related opportunities.

Assists in the designing and development of training programs and/or oversee the production of training handouts, instructional materials, assessments, and manuals.

Interacts with other Subject Matter Experts to collaborate on design initiatives when appropriate.

Assists in assessing the training effectiveness and efficiency to ensure incorporation of taught skills and techniques into employees work behavior.

Assists in administering Training Needs Analysis (TNA) to identify performance gaps and formulate training solutions to address the needs of the account/LOB.

Works with the stakeholders and conducts the necessary research to assist in drafting instructor and participant training material.

Prepares and submits training reports in a timely manner.

Issues appropriate disciplinary actions to trainees in accordance with the company guidelines.

Accomplishes other tasks and projects assigned by the Training and Documentation Team (International/ Vertical Markets Support Excellence).

Responsible for a dedicated line program/portfolio.

Act as backup to different line programs by continuously learning other products within the department.

What Are We Looking For in This Role?

Minimum Qualifications

Ability to follow all company policies and procedures, as well as internal departmental procedures. 

Ability to work in a team-driven environment yet be able to work independently to complete daily expectations. 

Must have good organizational skills, good interpersonal communication skills (written and oral), and be detail-oriented. 

Ability to make accurate, independent decisions based on data provided. 

Willingness to take ownership for owned work. 

Must be flexible and customer focused. 

Ability to multitask in a fast-paced environment. 

Ability to follow through and meet deadlines consistently. 

Ability to understand the financial impact of decisions made and balance them with customer satisfaction.

Ability to multitask and prioritize work.

Preferred Qualifications

Bachelor's Degree

2 Years Relevant Experience

Strong project management skills with the ability to supervise multiple projects

Analytical Skills

Strong Leadership Capability

Facilitation and Training Delivery skills

Open to work various shifts depending on business need

Able to work with and interact different levels of employees

Strong time-management and organization skills

Excellent verbal and written English communications skills

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.