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Sr. Training Manager in Tucson, AZ at Afni, Inc

Date Posted: 5/9/2018

Job Snapshot

Job Description

Afni is hiring a Sr. Training Manager responsible for ensuring each of our contact centers consistently  plans, directs, coordinates, and leads training programs, processes, and staff to effectively support the operational business objectives and goals.

What you will be doing:

  • Provide direction to staff to ensure training plans and schedules are properly defined to meet specific project needs as well as forecasting needs for staffing and planning. 
  • Ensure consistency is driven across all centers regarding processes, curriculum use, , training expectations, and measurement of key performance indicators. 
  • Hire, develop, and coach Total Quality Management to reach effectiveness, providing feedback regularly on plans, issues, performance, and employee relation resolutions. 
  • Work with Director of Training to turn strategies into tactical plans with measures, responsible for budget adherence, headcount management, and performance of individual training/quality teams.
  • Partner with client contacts and center leadership to gather feedback on performance and effectiveness of teams and collaboratively working with direct reports to enhance or repair performance through root cause analysis and joint action planning.
Requirements

What you will need:

  • A four year college degree in Training/Development or related field and/or five plus years experience in a Total Quality Management role in a call center or multi capacity center preferred.
  • Two or more years of curriculum training design/development 
  • Three or more years of quality analysis/control using problem solving tool/processes 
  • Three or more years of Project Management experience
  • High level of proficiency in Microsoft Office Suite
  • Demonstrated strong verbal and written communication skills
  • Demonstrated ability to work with all levels of the organization
  • Demonstrated ability to build and maintain relationships
  • Demonstrated ability to deal with issues of a sensitive nature

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