Call Center Trainer

2 months ago

Tucson, United States Afni, Inc. Full time

Afni is hiring Bilingual Training Coaches for our growing insurance program who will be responsible for supervisory duties to support and develop new customer service consultants.


Starting pay is $44,000.00 with the ability to earn more with the bilingual duties and when obtaining appropriate licensing They will be responsible for delivering content through effective onsite classroom training techniques that will drive engagement and create a positive learning experience. The successful candidate will care for the execution of training programs promoting continuous development and are expected to assist new employees seamlessly transition to Operations.


*Position is onsite at our contact center in Tucson, AZ. Must be able to teach in both Spanish and English.*


What you will be doing:

  • Inspect, monitor trends, coach, motivate and develop a team of Customer Service Representatives (CSR's) to achieve Afni's performance objectives and individual / team goal attainment.
  • Manage classroom dynamics through coaching and properly document undesired behaviors.
  • Effectively deliver onsite training and instruction to engage and stimulate existing and newly hired employees in a manner that promotes transfer of knowledge and application of skills. Instructors promote retention through effective use of questioning, presentation, facilitation skills, provide feedback and coaching that enhances performance.
  • Create a positive training or transition environment that fosters trust, openness to learning, and performance excellence.
  • Plan and prepare for instruction that drives the appropriate instructional methods, tools, and content.
  • Administer attendance and payroll records and reports.


What you will need:

  • Minimum 2 years facilitator/ training experience
  • Minimum 2 years proven people management and coaching / mentoring experience
  • Relevant training industry certifications preferred
  • Minimum 2 years contact center experience, telecom or insurance programs preferred.
  • Possess above average communication skills
  • Average proficiency level in Excel
  • Highly independent, competitive, and self-driven
  • Highly attentive to details
  • Must be Spanish bilingual

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