Training Program Consultant

Join the American Heart Association and take your career on a Mission - to build healthier lives, free of cardiovascular diseases and stroke. What's your motivation? Want satisfying work that makes a real difference in people's lives? At the American Heart Association we're working to prevent, treat and defeat our nation's No. 1 killer, cardiovascular disease. We have an excellent opportunity for a Training Program Consultant. This position is located at our National Service Center in Richardson, TX.

The Training Program Consultant manages the training program by leading culture change initiatives and strategies by developing, facilitating, and implementing basic and advanced training programs for customer service agents, and first line supervisors on new products, selling skills, and/or system changes. Develops evaluation and validation instruments, collects, analyzes and interprets organization needs and training program effectiveness. Develops standards for monitoring customer service agents.

This position leads performance management strategies by coaching and developing team members. Provides strategic direction and thought leadership by identifying program needs, obtaining technical data, and scheduling programs. Develops and maintains training calendars and training records.

Additional Responsibilities Will Include:

• Manages the training program by developing, implementing and facilitating new staff, just in time, quality/process improvement, customer satisfaction and leadership development training programs
• Monitors agent achievement in customer experience and Voice of the Customer and develop improvement strategies
• Develops evaluation and validation instruments to collect and interpret data. (Conduct 20 to 25 evaluations annually)
• Develops and implements training solutions that deliver quantifiable business results in the areas of revenue, cost savings, and increased customer satisfaction
• Develops and maintains training records to ensure the NSC supports employee development goals, and is in compliance with organizational training and policy initiatives
• Determines and approves personnel activities concerning training and development and approves personnel activities concerning hiring and evaluation of own staff's performance. (2 to 3 classes per year based on need)
• Ensures consistency of quality standards and to diagnose performance problems by facilitating weekly calibration meetings
• Helps to achieve service levels, revenue and customer loyalty goals by providing service and productivity help desk assistance and on-call operations support.
• Maintains excellence and consistency by developing and maintaining policy and procedure manual for training function
• Develops and plans training calendar to align with business needs and American Heart Association monthly messaging platform
• Manages employee mentoring program by selecting mentors, providing mentor training, and matching mentor/mentees

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualified candidates will have the following experience and background:

• Bachelor's degree required
• 3 + years experience in a similar role within the customer service field or call center environment
• Ability to analyze and interpret data

• Ability to design and deliver training programs
• Ability to communicate clearly and concisely, both orally and in writing
• Intermediate skills in Microsoft Office
• Knowledge of adult learning principles
• Knowledgeable about existing and emerging training methods/tools
• Strong organizational skills and follow through
• Critical thinking skills
• Ability to manage multiple priorities and balance short term/long term needs
• Ability to make effective presentations

• Knowledge of call center business operations

Attracting talented, committed employees means offering a competitive benefits package, ongoing professional development and training, and a diverse and inclusive environment in which to work and grow. And we do.

To apply for this position or to see other opportunities with the American Heart Association please visit www.heart.org/careers. We no longer accept mailed, faxed or e-mailed resumes. Please apply for positions directly through our website. Only those candidates deemed most qualified by the hiring manager will be contacted to interview.

The American Heart Association is an Equal Opportunity Employer and works to prohibit discrimination and to assure fair and uniform treatment of applicants and employees in all aspects of Human Resources administration without regard to political or religious opinions or affiliations, membership or non-membership in employee organizations, age, sex, disability, race, color, national origin, religion, sexual orientation, marital status or any other non-merit factor.