Jobs at Afni, Inc.

Leads Afni’s training and training development teams across multiple sites. Oversees new-hire, supplemental, and recurrent training delivery; curriculum development; instructor performance; certification; quality measurement; staffing-aligned training plans; and cost management. Partners with operations, HR, workforce management, client services, and clients to resolve performance and delivery issues. Also drives AI adoption, project implementation, coaching, process compliance, and continuous improvement across the learning organization.

Leads the customer experience analytics team in developing advanced studies and insights beyond standard reporting. Manages continuous improvement initiatives across the organization, applying advanced statistical and predictive modeling methods. Requires Lean Six Sigma Black Belt certification, expertise with Minitab, Python, or R/RStudio, and familiarity with basic project management tools.

Lead frontline leadership development programs, succession planning, coaching frameworks, leadership academies, and high-potential initiatives. Partner with Operations, HR, Quality, and clients to close capability gaps, evaluate program effectiveness, and improve business outcomes. Manage leadership development teams, budgets, vendors, and strategic projects while advising senior leaders on workforce readiness, organizational effectiveness, and talent retention. Integrate AI-enabled learning, digital leadership, change management, and skills-based development into scalable programs.

Negotiate settlements and payment arrangements to recover funds from uninsured motorists and involved parties. Investigate claims, evaluate recovery opportunities, review case files, research applicable regulations and state laws, locate parties, document activities, maintain compliance, and deliver positive customer service while maximizing recoveries for clients.

Leads insurance sales and service operations in a contact center environment. Oversees frontline leaders, performance metrics, staffing, quality, sales, profitability, budgets, client relationships, employee development, recruiting, training, and operational improvements. Analyzes performance data, manages resources and projects, coordinates policy and process changes, and ensures strong customer experiences while meeting business objectives.

Leads enterprise-wide talent acquisition strategy, workforce planning, high-volume recruiting, team development, recruiting analytics, process improvement, technology oversight, vendor management, compliance, and executive partnerships. The role supports hiring and retention goals across multiple sites while improving candidate and recruiter experiences and recruiting effectiveness.

Lead design and delivery of voice, language, and communication training for Insurance & Healthcare BPO accounts; manage and mentor trainers, analyze performance data, develop scalable training strategies, collaborate with cross-functional teams, and ensure workforce readiness and compliance.

Drives operational performance improvement through process design, standardization, continuous improvement, quality frameworks, training enablement, and technology implementation. Analyzes operational data, leads structured improvement initiatives, defines workflow and reporting requirements, and partners with Operations, Quality, Training, Technology, Analytics, and Product teams to improve productivity, quality, cycle time, adoption, and scalability without direct people management.

Leads insurance sales and service operations in an on-site contact center. Manages licensed teams, sales and service performance, staffing, quality, budgets, profitability, client relationships, training, recruiting, coaching, and continuous improvement. Analyzes operational data, implements process changes, and ensures strong customer experiences while meeting business objectives.

Analyzes operational, quality, productivity, recovery, and financial data to identify trends, risks, root causes, and improvement opportunities. Supports strategic initiatives through project planning, milestone tracking, reporting, and documentation. Contributes to Lean Six Sigma efforts, process mapping, governance, standardization, workflow analysis, and automation initiatives while translating findings into actionable business recommendations.

The Tech Support Representative provides technical assistance over the phone for cable, router, and internet issues, requiring effective multitasking and strong customer service skills.

Manages call center operations by developing strategies, improving systems and processes, overseeing staff, monitoring performance, managing budgets, preparing reports, and ensuring quality and customer-service standards. Responsibilities include recruiting, training, scheduling, coaching, performance management, equipment maintenance, system upgrades, audits, and process improvement. The role also evaluates technology, conducts capacity planning, supports implementations, and contributes to organizational goals.

Manages call center strategy, systems, staff, budgets, performance, quality assurance, equipment, and process improvements. Responsibilities include capacity planning, technology evaluation, system implementation, user acceptance testing, performance reporting, employee recruitment and development, scheduling, budgeting, maintenance, and operational problem resolution. Experience with international telecommunications sales campaigns conducted through non-voice channels is preferred.

Manages international telecommunications chat operations by developing strategies, systems, processes, staffing plans, budgets, quality programs, and performance reporting. Responsibilities include capacity planning, technology evaluation, system implementation, troubleshooting, upgrades, recruiting and coaching employees, scheduling, financial analysis, equipment maintenance, and continuous operational improvement. Recent experience managing an international telco non-voice chat campaign is required.

The Dialer Tactician manages dialer performance, designs campaigns, analyzes metrics, and collaborates with IT to optimize dialing strategies.

Supervise training delivery, curriculum execution, trainer coaching, classroom quality inspections, and operational readiness. Audit learning albums, attendance, certifications, and training records; monitor performance metrics and identify execution risks. Lead calibrations, observations, readiness reviews, and corrective actions while partnering with Operations, Quality, Workforce Management, Recruiting, and clients. Support program launches, curriculum changes, and business ramps through risk mitigation, reporting, and stakeholder coordination.

Provide world-class inbound customer service for insurance policyholders: process orders, update accounts and records, troubleshoot issues, multitask across systems, and sell or upsell products while maintaining empathy, accuracy, and efficiency.

Handle inbound calls from insurance policyholders, deliver customer service, troubleshoot issues, process orders and account updates, multitask across systems, upsell products, complete paid training and transition, work assigned shifts including weekends and holidays, and pass background screening.

Handle inbound insurance customer calls, provide world-class service, troubleshoot account issues, process orders and updates, and upsell products. Complete paid training and meet performance/schedule requirements.

The Sales Representative will handle inbound calls for wireless sales, providing customer service, troubleshooting issues, processing orders, and multitasking effectively.