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Call Center Trainer / Instructor in Tucson, AZ at Afni, Inc

Date Posted: 8/9/2018

Job Snapshot

Job Description

Afni is hiring a Call Center Trainer / Instructor to join our U.S. training organization and work from our contact center in Tucson, AZ. In this role, you'll be responsible for supervisory duties to support and develop new call center customer service consultants to attain goals with a focus on helping people develop the skills and knowledge they need to be amazing.

What you will be doing:

  • Inspect, monitor trends, coach, motivate and develop project team of Customer Service Representatives (CSR's) to achieve Afni's performance objectives and individual / team goal attainment. Manage classroom dynamics through coaching / documenting undesired behaviors.
  • Deliver training and instruction to engage and stimulate existing and newly hired employees in a manner than promotes transfer of knowledge and application of skills. Instructors promote retention through effective use of questioning, presentation, and facilitation skills and providing feedback and coaching that enhances performance. During instruction, provided and manage an environment that fosters trust, learning and performance.
  • Plan and prepare for instruction making sure that appropriate instructional methods and materials are used for specific mode of learning.
  • Administer attendance and payroll records and reports
Requirements

What you will need:

  • High school diploma required with some post-secondary education preferred.
  • One to two years supervisory experience with at least three years delivering training for both voice and sales chat programs in a call center environment. 
  • Proven leadership, teaching / facilitation, and creative problem solving skills are preferred.
  • Strong interpersonal and communication skills and the ability to work effectively with a wide range of staff and clients in a diverse environment is required.
  • Solid presentation experience using flexible delivery methods (lecture, computer-based/assisted, performance, facilitation, cooperative learning) and tools/technology is preferred.
  • Awareness of or some experience in design, development, implementation, and evaluation of training plans, curricula, and methodology is preferred.
  • Ability to handle multiple tasks and work with shifting priorities is required.
  • Proficiency with Microsoft Office products is required.

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