On-Site Director of Training

Salary Range: 

$120,000 - $160,000

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.*

Essential Functions and 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.

Minimum Job Requirements (Education, Experience, Skills):

• 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.
• Demonstrated experience leveraging Artificial Intelligence (AI) to transform learning delivery and training operations, including AI-assisted curriculum design, content development, learner analytics, coaching, performance insights, automation, and knowledge management. Proven ability to identify, evaluate, and implement AI solutions that improve training effectiveness, speed to proficiency, certification outcomes, trainer productivity, and overall business performance. Experience leading AI adoption, change management, and responsible AI practices within a learning organization is strongly preferred.
• 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.

Why Work at Afni?
At Afni, we believe great customer experiences start with great people. When you join our team, you're not just taking a job. You're building a career with a company that invests in your growth, values your contributions, and gives you the opportunity to make a real impact every day.
As a global customer engagement company, we partner with leading brands to help customers connect, solve problems, and achieve their goals. Whether you're supporting customers, leading a team, driving operational excellence, or advancing innovation, the work you do matters.
We're large enough to offer career mobility, development opportunities, and comprehensive benefits, yet small enough that your voice is heard and your contributions are recognized. At Afni, you'll have the opportunity to learn new skills, take on new challenges, and explore career paths across our diverse business areas.
What You Can Expect at Afni:

• Competitive pay and performance-based incentives
  
• Comprehensive medical, dental, vision, life, and disability benefits
  
• 401(k) with company match
  
• Paid time off and holiday benefits
  
• Training, coaching, and career development opportunities
  
• Internal advancement and growth opportunities
  
• A supportive, inclusive, and collaborative culture
  
• The chance to make a meaningful impact for our clients, customers, and communities
  

Our Commitment to Inclusion
Afni is committed to creating a workplace where everyone is treated with dignity, respect, and fairness. We are proud to provide equal employment opportunities to all applicants and employees and maintain a work environment free from discrimination, harassment, and retaliation. Employment decisions are based on qualifications, performance, business needs, and applicable job requirements, without regard to any characteristic protected by federal, state, or local law.
Bring your talent. Build your future. Make an impact with Afni.