The Role
Design and deploy global sales and communications training frameworks, integrate AI and digital learning tools, deliver workshops and coaching, measure training KPIs and ROI, collaborate with operations and clients, and mentor regional training teams to drive continuous learning and performance improvement.
Summary Generated by Built In
Job Summary & Responsibilities
- Training Strategy & Design
- Develop and implement global training frameworks for communications and sales programs.
- Standardize training modules across geographies while adapting to local needs.
- Integrate AI tools and digital learning platforms to enhance training effectiveness.
- Program Delivery & Execution
- Lead the rollout of training initiatives across global sites.
- Facilitate workshops, simulations, and coaching sessions for frontline agents, supervisors, and managers.
- Ensure training programs are aligned with client requirements and business KPIs.
- Performance Measurement
- Establish KPIs to measure training effectiveness and impact on sales/communications performance.
- Monitor completion rates, scorecards, and post‑training performance metrics.
- Provide regular reporting to senior leadership on training outcomes and ROI.
- Stakeholder Collaboration
- Partner with Operations, HR, and Client Services to align training with business priorities.
- Act as a liaison between global training teams and local site trainers.
- Ensure training resources are optimized and deployed effectively.
- Leadership & Development
- Mentor and develop regional training managers and supervisors.
- Build succession plans and career development pathways for training staff.
- Drive a culture of continuous learning and professional growth.
- 7–10+ years of experience in training management, preferably in a BPO or customer service environment.
- Proven sales background with measurable success in meeting or exceeding targets.
- Outstanding communication skills — able to coach, present, and influence at all organizational levels.
- Strong knowledge of adult learning principles, instructional design, and digital training tools.
- Excellent leadership, stakeholder management, and cross‑cultural communication skills.
Skills Required
- 7-10+ years of experience in training management, preferably in a BPO or customer service environment
- Proven sales background with measurable success in meeting or exceeding targets
- Outstanding communication skills able to coach, present, and influence at all organizational levels
- Strong knowledge of adult learning principles, instructional design, and digital training tools
- Excellent leadership, stakeholder management, and cross-cultural communication skills
Afni, Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Afni, Inc. and has not been reviewed or approved by Afni, Inc..
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Strong & Reliable Incentives — Incentive programs (performance-based and referral) are available in many roles and can add to earnings when targets are met. The pay-and-bonus structure is described as a positive aspect in certain positions.
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Leave & Time Off Breadth — Paid time off for holidays and vacations is part of the package. Training periods also include additional holiday time, indicating a defined time-off offering.
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Wellbeing & Lifestyle Benefits — Tuition reimbursement up to $5,250, a casual “Dress for Your Day” policy, and on-site events provide added non-cash value. Full-time schedules and referral rewards are also positioned as perks.
Afni, Inc. Insights
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The Company
What We Do
When people reach for their phones, use laptops, or grab their tablets, Afni's contact center teams are there to provide prompt and friendly help. That's Afni. We're a global team of people who love helping companies develop meaningful and profitable relationships with customers. In 1936, we got our start in Bloomington, Illinois as a consumer collections agency. Today, we're so much more. Our channel strategies and customer lifecycle solutions give our clients ways to connect with their customers for many reasons, using their customers' channels of choice.
