Call Center Trainer / Instructor (Virtual)
Afni is hiring a Call Center Trainer / Instructor to join our U.S. training organization and work from our contact center in Tucson, AZ. In this role, you'll be responsible for supervisory duties to support and develop new call center customer service consultants to attain goals with a focus on helping people develop the skills and knowledge they need to be amazing. *Position is virtual*
What you will be doing:
- Inspect, monitor trends, coach, motivate and develop project team of Customer Service Representatives (CSR's) to achieve Afni's performance objectives and individual / team goal attainment. Manage classroom dynamics through coaching / documenting undesired behaviors.
- Deliver training and instruction to engage and stimulate existing and newly hired employees in a manner than promotes transfer of knowledge and application of skills. Instructors promote retention through effective use of questioning, presentation, and facilitation skills and providing feedback and coaching that enhances performance. During instruction, provided and manage an environment that fosters trust, learning and performance.
- Plan and prepare for instruction making sure that appropriate instructional methods and materials are used for specific mode of learning.
- Administer attendance and payroll records and reports
Requirements
What you will need:
- High school diploma required with some post-secondary education preferred.
- One to two years supervisory experience with at least three years delivering training for both voice and sales chat programs in a call center environment.
- Proven leadership, teaching / facilitation, and creative problem solving skills are preferred.
- Strong interpersonal and communication skills and the ability to work effectively with a wide range of staff and clients in a diverse environment is required.
- Solid presentation experience using flexible delivery methods (lecture, computer-based/assisted, performance, facilitation, cooperative learning) and tools/technology is preferred.
- Awareness of or some experience in design, development, implementation, and evaluation of training plans, curricula, and methodology is preferred.
- Ability to handle multiple tasks and work with shifting priorities is required.
- Proficiency with Microsoft Office products is required.
At Afni we provide equal employment opportunities to all qualified individuals. Employment is based upon personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, or any other protected characteristic as established by law. This policy of Equal Employment Opportunity applies to all policies and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment.
Referral Program
Looking for a fun place where you can fit in, fuel your passions, help people, and take charge of your career? You’re in the right place. Join the Afni family and be part of our talented global team passionate about helping people and pursuing the life we dream about.
Do Your Best Work and Grow Your Career
When you join Afni, we'll instantly make you part of our global family of friendly people focused on making really good customer experiences happen. If you're like us, you want to belong to something special, have meaningful work to do, and know how to achieve your career and life goals.
Our award-winning training and development programs get you ready to work and grow. If you’re the kind of person who wants to build a career and learn new things, we’ll provide the path and the tools to get you there. You bring the motivation and commitment.
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"One of my favorite moments was when the leadership team asked me to join a different department. I was able to prove to myself that I can take on any challenge, do the work required to advance, and conquer anything I put my mind to."
"My shyness has been replaced with confidence as I’ve learned and developed here. Now I can talk to pretty much anyone and can handle a lot of different situations in and outside of work."
The Perks
