On-Site Training Coach

Afni, Inc.•Tucson, AZ

6d•$44,000 - $50,000•Onsite

About The Position

The Training Coach, Insurance Service is responsible for developing, coaching, and supporting insurance customer service representatives in a fast-paced inbound contact center environment. This role delivers training programs, monitors employee performance, reinforces operational standards, and helps ensure agents have the knowledge and skills necessary to provide exceptional customer service and achieve business objectives. This position is on-site at our Tucson, AZ call center.

Requirements

High school diploma required
Proven leadership, facilitation, coaching, and problem-solving skills.
Strong verbal, written, interpersonal, and presentation skills.
Experience delivering training using multiple learning methods, including instructor-led, virtual, and technology-assisted formats.
Ability to manage multiple priorities and adapt to changing business needs.
Ability to work varying schedules as business needs require.
Proficiency with Microsoft Office applications and related business systems.

Nice To Haves

post-secondary education preferred
One to two years of supervisory, coaching, or training experience in an insurance contact center environment preferred.
Working knowledge of property and casualty insurance products, state licensing processes, and auto insurance services preferred.
Understanding of the motivational techniques and coaching strategies needed to develop customer service and sales professionals.
Knowledge of training program development, implementation, and evaluation methodologies preferred.

Responsibilities

Coach, motivate, and develop insurance customer service representatives to achieve individual, team, and organizational performance goals.
Monitor employee performance, identify trends, and provide performance feedback to improve results and customer experience.
Manage classroom dynamics and reinforce professional behaviors through coaching, corrective action, and documentation when necessary.
Deliver engaging instructor-led and virtual training programs that promote knowledge retention, skill development, and application of learning.
Create a positive learning environment that fosters trust, participation, accountability, and performance.
Adapt training methods and delivery approaches to meet the needs of different learning styles and experience levels.
Plan and prepare training sessions, ensuring instructional materials, resources, and delivery methods align with learning objectives.
Evaluate learner understanding and provide ongoing coaching and support to drive performance improvement.
Maintain attendance, payroll, and training documentation accurately and timely.
Collaborate with operations leadership and business partners to support employee development initiatives and training needs.