On-Site Director of Training

Afni, Inc. • Tucson, AZ

9h • Onsite

About The Position

The Director of Training provides leadership to the Afni training and training
development team across all sites in the Afni organization. The Director
supports the delivery and development (as necessary) of client mandated training
programs to newly hired employees and will ensure that graduates of training
have the requisite skills to be successful on their client programs. The
Director also supports the delivery and development (as necessary) of ongoing,
supplemental, and recurrent training as required by Afni clients. The Director
of Training collaborates with the Sr. Director of Operations, the Center
Directors, Client Services, Human Resources, and Workforce Management ensure
training delivery plans and training staff are aligned with staffing forecasts
and performance expectations and trends. All training delivery and development
staff (leaders and individual contributors) report into this Director. Position
is on-site in our Tucson, AZ contact center.

The above statements are intended to indicate the general nature and level of
work being performed by employees within this classification. They are not
intended to be an exhaustive list of all responsibilities, duties and skills
required of employees assigned to this job. Employees in this job may perform
other duties as assigned.

Requirements

• A four-year college degree in Adult Education or related field or relevant work experience may be substituted. Master's degree in related field preferred.
• Minimum of 4 years' experience leading and managing multiple site training teams in call center environment. Preferably in an outsourced company setting.
• Experience working with multiple clients and multiple lines of business
• Experience in monitoring and evaluating training delivery including performance evaluations, performance improvement planning, coaching, and feedback sessions.
• Proficient at curriculum design. Experience in evaluating, developing and implementing new or revised training modules as necessary.
• Experience in project management including leading projects that require coordinating resources within or outside of the training department all the way through successful implementation including on time delivery against a deadline. Preferable experience would include projects that are multi-site, or enterprise wide in scope or leading simultaneous projects.
• Experience in conflict resolution and negotiation. Team and consensus building is preferred.
• Proficient in MS Office, flowcharting, and project management software is preferred.

Responsibilities

• Direct the training teams in delivery of all new hire and supplemental client training.
• Develop multiple training plans based on staffing forecast models, client requirements, performance improvement plans, and new or expanding clients in all Afni centers.
• Collaborate with other internal departments (Workforce Management, HR, Operations, and Client Services) to forecast needs, develop and deliver training plans/resources, receive training delivery feedback, and solve problems including attrition and retention issues.
• Responsible for the quality of training delivery, classroom administration, instructor training, effectiveness, and certification, tracking and measurement of new hire and supplemental training, and the performance of graduated employees.
• Participate directly as required in operational reviews, development of client plans, and resolution of training conflicts, issues, and performance concerns.
• Provide logistical support and leadership for course development, delivery, evaluation, process measurements, and cost management of the training department.
• Function as the company's point of contact for all training delivery concerns.
• Maintain close contact with Afni Client Services team and may be required to communicate directly with client vendor contacts.
• Provide training performance feedback to the training team including monitoring sessions, evaluations, performance improvement planning, coaching and feedback.
• Works closely with other internal teams on standardized delivery, process compliance, quality, and enterprise solutions teams to analyze results, prepare solutions, implement initiatives, improve performance, and coordinate activities.
• Perform related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees