Job Description

Job Description

Job Description

Afni is hiring a Training Supervisor who will be responsible for supervisory duties to support and develop new call center consultants to attain project goals. This will include entry level training. Additionally, the Training Supervisor will have additional responsibilities to support the Training Manager and help support and develop Training Coaches. Position is onsite at our contact center located in Tucson, AZ.

What you will be doing:

• Inspect, monitor trends, coach, complete Observations, 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. Training Coach will adjust for different learning styles and dynamics, ensuring all learners are able to grasp the subject matter.

• 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.

• Observe Training Coaches and provide feedback.

• Assist Training Manager with administrative tasks such as auditing training completions, analyzing trends, reviewing reports, and representing Training Manager on conference calls and in client meetings.

Requirements

What you will need:

• High school diploma required with some post-secondary education preferred.

• One to two years supervisory experience in a business or call center industry or environment is required.

• One to two years delivering training in a business or call center industry or environment is required.

• Proven leadership, teaching / facilitation, and creative problem solving skills are required.

• 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.

• Ability to work varying schedules is required.

• Proficiency with Microsoft Office products (especially Word and Excel) as well as Afni and Client tools such as Tableau and reporting systems 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

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