Training Manager
Afni is hiring a Training Manager who will plan, develop, and manage activities associated with the training and development of Consultants, Trainers, and management within our contact centers. This position is vital in maintaining a climate of customer oriented service excellence by motivating and empowering team members and exceeding customer relationships. *Position is onsite at either our Tucson, AZ., Opelika, AL., or Bowling Green, KY. location.*
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 making sure that trainers are up-to-date on all subject matter for the specific project they support and are involved in activities that develops relationships with Operation Staff.
- Collaborate with Quality Supervisor and TQM 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 and Leads 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 preferred with 3-5 years experience in leading the training delivery function in the call center industry.
- 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.
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.
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.
Our Location
"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
