The American Heart Association (AHA) has a great opportunity for a Call Center Trainer role in our National Engagement Center located in Richardson, TX.
In this role your training expertise will help us lead the culture change initiatives and strategies; develop and facilitate training curriculum for all staff including new and existing employees. You will help us drive an ongoing training on quality, process improvement, customer satisfaction and leadership development. You will also have the opportunity to partner with management on aligning training programs to business goals.
Your goal is to track, analyze and measure the impact of training programs on business results by examining learner's satisfaction levels, proficiency testing, attendance and job performance. You will then utilize your findings to implement suggestions for improvement.
Here are some of the larger projects you will be working on:
- Supervises the new staff class during the training time frame ensuring that staff is meeting performance objectives for time and attendance, quality assurance, and customer care standards.
- Facilitates and develops structured learning events and media-based learning.
- Maintains training records to ensure the NEC supports employee development goals and follows organizational training and policy initiatives.
- Provides coaching and development through quality assurance monitoring and development sessions.
- Develops strategic alliance and partnerships with internal business units to expand AHA’s reach using social media.
- Develops customer satisfaction job aides and customer satisfaction toolkit.
Finally, you will provide operational leadership by serving as weekend and on-call supervisor for onsite and remote employees by monitoring service levels and key performance indicators.
- Minimum of 5-8 years of call center training experience required.
- Minimum three (3) years’ experience designing and delivering training programs including assessments.
- Demonstrated knowledge of the instructional design process, adult learning principles and ability to use them.
- Must be a high-energy, self-starter with a sense of urgency who is able to collaborate with peers and business partners, a team player.
- A demonstrated ability to independently handle multiple priorities under pressure.
- Demonstrated exceptional communication skills, both verbal and written.
- Must be proficient in Word, Excel and PowerPoint.
- Experience in Microsoft Dynamics a plus.
- Must be able to work at a flexible schedule including weekends and holidays as needed.