Training Manager

If you have excellent leadership, strategic thinking, and superb communication skills as well as a passion for developing others, we want to hear from you! Afni is hiring a Training Manager for our Tucson, AZ contact center who will plan, develop, and manage activities associated with the training and development of Trainers, and management supporting licensed insurance sales agents and customer service agents in an inbound call environment ensuring customers are being provided an exceptional buying/service experience while educating them on insurance rates and products. You will foster a climate of customer oriented service excellence by motivating and empowering team members.

What you will be doing:

  • Ensure all trainers are proficient in their job skills by providing ongoing evaluation and detailing follow-up training, feedback, and coaching. Critical to this responsibility is the ability to demonstrate and teach a foundational understanding of insurance regulations, compliance and licensing processes by state.
  • Collaborate with Operations Management to gather feedback on training effectiveness, update staffing and workforce forecasting, detail center priorities and plans, and gain direction on priorities and work projects.
  • Partner with Project Coaches to assess performance issues, ensure training replicates work environment, and collaborate with center staff to resolve issues. Work with Operations to create and implement continuous improvement activities
  • Works with Workforce Administration, Operations Management, and Recruiting Team to plan and execute training ramps and meet customer needs. Partner with Operations and Support departments to schedule activities.

Requirements

What you will need:

  • Bachelor's degree required
  • Insurance designation preferred (CPCU, CIC or similar)
  • Three to five years experience in leading the training delivery function in the insurance industry with minimum of 2 years' experience in auto insurance sales and service
  • Proven experience communicating directly with the client to meet all contractual expectations.
  • Must have solid understanding of state licensing processes and knowledge of auto insurance products and services with the motivational skills to effectively train agents for maximum sales goal attainment.
  • Demonstrated knowledge of property and casualty lines
  • Experience in leading multiple projects and directly supervising staff to implement projects in timely manner is required.
  • Proficiency in communication, planning, leadership, coordinating, and coaching is required.
  • Experience being directly involved in curriculum development projects. Understanding of the Instructional System Design (ISD) process is required.
  • Experience in conflict resolution/negotiation, team and consensus building is required.
  • Proficiency in MS Office, flowcharting, and project management software is required.
  • The ability to look for and implement solutions that improve performance is required.

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. 

Work in and Support the Tucson Community

Are you the kind of person who loves to get involved in community events and non-profit organizations? We love it and make it a habit to respond to the needs of the Tucson community through fund raisers, community events, and other service opportunities. 

When you work here, you’ll have plenty of chances to get involved. In Tucson, we regularly support Casa de los Niños, the Community Food Bank, American Heart Association, American Red Cross, the Humane Society of Southern Arizona, and more.

The Perks

Incentives + Bonus
Incentives + Bonus
Competitive Pay
Competitive Pay
Dress for Your Day
Dress for Your Day
Paid Time Off
Paid Time Off
Tuition Reimbursement
Tuition Reimbursement
Fun Events
Fun Events
Referral Bonus
Referral Bonus