Salary Range:

$120,000 - $160,000

The Director of Training provides leadership to the Afni training and training development team across all sites in the Afni organization. The Director supports the delivery and development (as necessary) of client mandated training programs to newly hired employees and will ensure that graduates of training have the requisite skills to be successful on their client programs. The Director also supports the delivery and development (as necessary) of ongoing, supplemental, and recurrent training as required by Afni clients. The Director of Training collaborates with the Sr. Director of Operations, the Center Directors, Client Services, Human Resources, and Workforce Management ensure training delivery plans and training staff are aligned with staffing forecasts and performance expectations and trends. All training delivery and development staff (leaders and individual contributors) report into this Director. *Position is on-site in our Tucson, AZ contact center.*

Essential Functions and Responsibilities:

• Direct the training teams in delivery of all new hire and supplemental client training.
• Develop multiple training plans based on staffing forecast models, client requirements, performance improvement plans, and new or expanding clients in all Afni centers.
• Collaborate with other internal departments (Workforce Management, HR, Operations, and Client Services) to forecast needs, develop and deliver training plans/resources, receive training delivery feedback, and solve problems including attrition and retention issues.
• Responsible for the quality of training delivery, classroom administration, instructor training, effectiveness, and certification, tracking and measurement of new hire and supplemental training, and the performance of graduated employees.
• Participate directly as required in operational reviews, development of client plans, and resolution of training conflicts, issues, and performance concerns.
• Provide logistical support and leadership for course development, delivery, evaluation, process measurements, and cost management of the training department.
• Function as the company's point of contact for all training delivery concerns.
• Maintain close contact with Afni Client Services team and may be required to communicate directly with client vendor contacts.
• Provide training performance feedback to the training team including monitoring sessions, evaluations, performance improvement planning, coaching and feedback.
• Works closely with other internal teams on standardized delivery, process compliance, quality, and enterprise solutions teams to analyze results, prepare solutions, implement initiatives, improve performance, and coordinate activities.
• Perform related duties as assigned.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Minimum Job Requirements (Education, Experience, Skills):

• A four-year college degree in Adult Education or related field or relevant work experience may be substituted. Master's degree in related field preferred.
• Minimum of 4 years' experience leading and managing multiple site training teams in call center environment. Preferably in an outsourced company setting.
• Experience working with multiple clients and multiple lines of business
• Experience in monitoring and evaluating training delivery including performance evaluations, performance improvement planning, coaching, and feedback sessions.
• Proficient at curriculum design. Experience in evaluating, developing and implementing new or revised training modules as necessary.
• Experience in project management including leading projects that require coordinating resources within or outside of the training department all the way through successful implementation including on time delivery against a deadline. Preferable experience would include projects that are multi-site, or enterprise wide in scope or leading simultaneous projects.
• Experience in conflict resolution and negotiation. Team and consensus building is preferred.
• Proficient in MS Office, flowcharting, and project management software is preferred.

Physical Demands:

Not Applicable.

Working Conditions and Environment:

Incumbent works in a temperature-controlled office environment. Incumbent sits at a desk during regularly scheduled work hours; answers and makes telephone calls using a standard telephone; types on a standard keyboard; reads and comprehends information from a computer terminal and/or written resources.