The Role
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.
Summary Generated by Built In
Job Summary & Responsibilities
Key Responsibilities
Training Delivery & Curriculum Governance
- Ensure all learning albums are executed as designed and completed within required timelines.
- Validate that all training topics, activities, skill checks, and certification requirements are delivered in full.
- Conduct regular audits of classes, learning albums, attendance, and training records to ensure compliance.
- Monitor training progress and proactively address curriculum, scheduling, or execution risks.
Trainer Leadership & Development
- Provide direct leadership, coaching, and support to Trainers and Training Coaches.
- Conduct trainer observations, calibrations, and coaching sessions to improve facilitation effectiveness.
- Develop trainer capability through feedback, skill-building plans, and ongoing performance discussions.
- Drive consistency in training delivery across all classes and programs.
Quality Assurance & Class Inspections
- Perform classroom observations and quality inspections to ensure adherence to training standards.
- Evaluate trainee engagement, knowledge retention, and trainer effectiveness.
- Identify execution gaps, root causes, and recovery actions before they impact operations.
- Ensure corrective actions are implemented and sustained.
Performance & Reporting
- Monitor key training metrics, including attendance, graduation rates, certification scores, nesting readiness, and training effectiveness.
- Analyze trends and provide actionable recommendations to improve training outcomes.
- Deliver timely updates, status reports, and recovery plans to leadership and stakeholders.
- Maintain accurate training documentation and records.
Stakeholder Management
- Partner closely with Operations, Quality, Workforce Management, Recruiting, and Client stakeholders.
- Ensure alignment between training delivery, operational readiness, and business requirements.
- Lead readiness reviews and provide recommendations on trainee deployment and certification.
Operational Readiness & Risk Management
- Identify training risks, delays, and execution gaps and implement mitigation plans.
- Ensure readiness of training materials, systems, classrooms, and trainer resources.
- Support new program launches, curriculum changes, and business ramps.
- Drive accountability and execution rigor across all training activities.
Non-Negotiable Expectations
A Training Supervisor must be able to:
- Independently audit and validate learning album execution.
- Conduct trainer observations and deliver effective coaching.
- Lead RSGs, calibrations, and class inspections.
- Identify and address training execution gaps before they escalate.
- Drive trainer accountability while maintaining a developmental coaching culture.
- Ensure every class is fully prepared for nesting and operational success.
Requirements
Minimum Job Requirements (Education, Experience, Skills):
Training Supervisors must demonstrate working knowledge and execution proficiency in the following areas:
- End-to-end training curriculum and learning album management
- Adult learning principles and facilitation techniques
- New Hire, Nesting, and Continuing Education training delivery
- Knowledge check, skills validation, and certification processes
- Learning Management Systems (LMS) and training technology platforms
- Call handling processes, customer experience standards, and operational procedures
- Root cause analysis and performance gap identification
- Trainer coaching, observation, calibration, and development
- Training metrics, reporting, and business impact analysis
- Classroom management and trainee engagement strategies
- Client requirements, compliance standards, and audit readiness
- Action planning, recovery planning, and risk mitigation for training programs
- Stakeholder management and cross-functional partnership with Operations, Quality, and Workforce Management
Skills Required
- Working knowledge and execution proficiency in end-to-end training curriculum and learning album management
- Knowledge of adult learning principles and facilitation techniques
- Experience with New Hire, Nesting, and Continuing Education training delivery
- Knowledge of knowledge checks, skills validation, and certification processes
- Working knowledge of Learning Management Systems and training technology platforms
- Knowledge of call handling processes, customer experience standards, and operational procedures
- Ability to conduct root cause analysis and identify performance gaps
- Experience with trainer coaching, observation, calibration, and development
- Experience with training metrics, reporting, and business impact analysis
- Knowledge of classroom management and trainee engagement strategies
- Knowledge of client requirements, compliance standards, and audit readiness
- Ability to create action plans, recovery plans, and risk mitigation plans for training programs
- Stakeholder management and cross-functional partnership with Operations, Quality, and Workforce Management
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.
