On-Site Training Coach

Salary Range: $44,000-$50,000

Position Purpose

The Training Coach, Insurance Service is responsible for developing, coaching, and supporting insurance customer service representatives in a fast-paced inbound contact center environment. This role delivers training programs, monitors employee performance, reinforces operational standards, and helps ensure agents have the knowledge and skills necessary to provide exceptional customer service and achieve business objectives. This position is on-site at our Tucson, AZ contact center

Essential Functions and Responsibilities:

• Coach, motivate, and develop insurance customer service representatives to achieve individual, team, and organizational performance goals.
• Monitor employee performance, identify trends, and provide performance feedback to improve results and customer experience.
• Manage classroom dynamics and reinforce professional behaviors through coaching, corrective action, and documentation when necessary.
• Deliver engaging instructor-led and virtual training programs that promote knowledge retention, skill development, and application of learning.
• Create a positive learning environment that fosters trust, participation, accountability, and performance.
• Adapt training methods and delivery approaches to meet the needs of different learning styles and experience levels.
• Plan and prepare training sessions, ensuring instructional materials, resources, and delivery methods align with learning objectives.
• Evaluate learner understanding and provide ongoing coaching and support to drive performance improvement.
• Maintain attendance, payroll, and training documentation accurately and timely.
• Collaborate with operations leadership and business partners to support employee development initiatives and training needs.

Minimum Job Requirements:

• High school diploma required; post-secondary education preferred.
• One to two years of supervisory, coaching, or training experience in an insurance contact center environment preferred.
• Working knowledge of property and casualty insurance products, state licensing processes, and auto insurance services preferred.
• Understanding of the motivational techniques and coaching strategies needed to develop customer service and sales professionals.
• Proven leadership, facilitation, coaching, and problem-solving skills.
• Strong verbal, written, interpersonal, and presentation skills.
• Experience delivering training using multiple learning methods, including instructor-led, virtual, and technology-assisted formats.
• Knowledge of training program development, implementation, and evaluation methodologies preferred.
• Ability to manage multiple priorities and adapt to changing business needs.
• Ability to work varying schedules as business needs require.
• Proficiency with Microsoft Office applications and related business systems.

Why Work at Afni?

At Afni, we believe great customer experiences start with great people. When you join our team, you're not just taking a job. You're building a career with a company that invests in your growth, values your contributions, and gives you the opportunity to make a real impact every day.

As a global customer engagement company, we partner with leading brands to help customers connect, solve problems, and achieve their goals. Whether you're supporting customers, leading a team, driving operational excellence, or advancing innovation, the work you do matters.

We're large enough to offer career mobility, development opportunities, and comprehensive benefits, yet small enough that your voice is heard and your contributions are recognized. At Afni, you'll have the opportunity to learn new skills, take on new challenges, and explore career paths across our diverse business areas.

What You Can Expect at Afni:

• Competitive pay and performance-based incentives

• Comprehensive medical, dental, vision, life, and disability benefits

• 401(k) with company match

• Paid time off and holiday benefits

• Training, coaching, and career development opportunities

• Internal advancement and growth opportunities

• A supportive, inclusive, and collaborative culture

• The chance to make a meaningful impact for our clients, customers, and communities

Our Commitment to Inclusion

Afni is committed to creating a workplace where everyone is treated with dignity, respect, and fairness. We are proud to provide equal employment opportunities to all applicants and employees and maintain a work environment free from discrimination, harassment, and retaliation. Employment decisions are based on qualifications, performance, business needs, and applicable job requirements, without regard to any characteristic protected by federal, state, or local law.

Bring your talent. Build your future. Make an impact with Afni.