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 hybrid and based out of our contract center in Tucson, AZ.

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.