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.
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.