The Role
Lead and manage site training operations, design and maintain curriculum, coach trainers, analyze training metrics, partner with stakeholders, manage budgets and staffing, and drive continuous improvement to ensure learner proficiency and client success.
Summary Generated by Built In
Job Summary & ResponsibilitiesKey ResponsibilitiesLearning Delivery Leadership
- Lead site or line-of-business training operations, including new hire, upskilling, cross-skilling, and leadership development programs.
- Ensure effective execution of all training programs while maintaining consistency, compliance, and learner engagement.
- Monitor training outcomes and implement corrective actions when performance expectations are not met.
- Drive continuous improvement across learning delivery processes and methodologies.
- Lead, coach, and develop Training Supervisors, Trainers, Coaches, and support staff.
- Establish clear performance expectations and accountability measures.
- Conduct regular coaching, performance reviews, and talent development planning.
- Create succession plans and strengthen trainer bench strength.
- Partner closely with Operations, Quality, Workforce Management, Recruiting, and Client Services leadership.
- Influence training strategies through data-driven recommendations.
- Serve as the primary training contact for assigned business units and client stakeholders.
- Support business transitions, new launches, and growth initiatives.
- Analyze training performance metrics including:
- Graduation rates
- Certification outcomes
- Nesting performance
- Speed-to-proficiency
- Employee performance results
- Client success metrics
- Identify trends, root causes, and opportunities for improvement.
- Present findings and recommendations to senior leadership.
- Partner with Learning Design and SMEs to develop and maintain curriculum.
- Ensure training materials remain accurate, relevant, and aligned to operational needs.
- Oversee implementation of learning technologies and blended learning solutions.
- Support workforce planning, training capacity forecasting, and resource allocation.
- Manage training budgets, staffing models, and utilization.
- Ensure compliance with company, client, and regulatory requirements.
- Lead calibration sessions and standardization efforts across training teams.
Skills Required
- Lead site or line-of-business training operations (new hire, upskilling, cross-skilling, leadership development)
- Ensure effective execution, consistency, compliance, and learner engagement across programs
- Monitor training outcomes and implement corrective actions when performance expectations are not met
- Drive continuous improvement in learning delivery processes and methodologies
- Lead, coach, and develop Training Supervisors, Trainers, Coaches, and support staff
- Establish performance expectations, conduct coaching and performance reviews, and create succession plans
- Partner with Operations, Quality, Workforce Management, Recruiting, and Client Services leadership
- Use data-driven recommendations to influence training strategies and present findings to senior leadership
- Analyze training performance metrics (graduation rates, certification outcomes, nesting performance, speed-to-proficiency, employee performance, client success)
- Partner with Learning Design and SMEs to develop and maintain accurate, relevant curriculum and materials
- Oversee implementation of learning technologies and blended learning solutions
- Support workforce planning, training capacity forecasting, resource allocation, and manage training budgets and staffing models
- Ensure compliance with company, client, and regulatory requirements; lead calibration and standardization efforts
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.
