Senior Specialist, Training & Performance Excellence

Walgreens; Orlando (FL); Presencial; USD 59.000 - 102.000; Jornada completa

Descripción de la vacante

Walgreens seeks a Training Specialist to develop, deliver, and track training for Service Desk and Field Services staff. They will create standards and processes to boost productivity and collaborate with management and Human Resources on training needs.

Role may coach junior specialists, design course content and manuals, and evaluate training effectiveness. Travel up to 25% is expected.

Formación

• High School diploma or GED plus 2+ years training experience in service/field desk.
• Experience developing and delivering presentations to diverse audiences.
• Experience using MS Office and training tools.
• Experience coordinating training programs and documenting procedures.

Responsabilidades

• Develops, implements, and delivers training programs for Service Desk and Field Services staff.
• Creates training content and job aids under guidance of Training Manager.
• Designs training materials and manuals; prepares presentations.
• Manages training for new and existing staff on projects, processes, and systems.
• Coach and mentor junior Training Specialists; evaluate training effectiveness.

Conocimientos

Training delivery

Needs assessment

Presentation skills

Facilitation

Time management

Documentation

Data analysis

Verbal and written communication

Relationship building

Coaching/mentoring

Travel readiness

Educación

High School diploma or GED

Herramientas

MS Office Suite

Descripción del empleo

Job Summary

Responsible for developing, delivering, and tracking training activities for Service Desk and Field Services staff. Develops training processes and standards resulting in increased productivity. Responsible for collaborating with management and Human Resources in the development, implementation and tracking of training needs for employees. May provide coaching and mentoring to more junior Training Specialists.

Job Responsibilities

• Develops, implements, and delivers training programs to Service Desk and Field Services staff. Identifies and develops training programs through needs assessment, observations, and review of key performance indicators.
• Creates training course content as appropriate for the Service Desk or Field Services staff under the direction of the Training Manager.
• Designs and creates training presentations and job manuals, job aids and other support training materials.
• Manages the development of training of new and existing employees on new projects, processes and systems.
• Ensures coaching, development and follow up with employees after completion of the training courses.
• Conducts training evaluations to establish the effectiveness of the training course.
• Works collaboratively with the Training Manager in the planning, development, presentation and evaluation of Service Desk and Field Services training programs.
• Assesses requests for new training programs and changes to existing training programs and scheduling processes.
• Assesses each course within a proposed program to identify the training facility and the resource requirements. Identifies the effect impact of all training scheduling and resource allocation activities for both the Service Desk and the Field Services organizations.
• Creates change management and communications documentation as identified the preestablished communication plan.
• May provide coaching and mentoring to more junior Training Specialists

About Walgreens

Founded in 1901, Walgreens (www.walgreens.com) proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

Basic Qualifications

• High School/GED and at least 2 years of experience training in a service desk or field service organization
• Experience with MS Office Suite.
• Experience with project management (for example: planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives).
• Experience with training tools.
• Experience facilitating group discussion (including scribing, recording, timekeeping, and leading discussions.
• Experience developing and delivering presentations to various audience levels within an organization.
• Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
• Experience in providing training and developing process documentation/user manuals for staff in a Field Service or Service Desk organization.
• Experience with analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
• Experience communicating both verbally (on phone, one-on-one, to groups) and in writing (emails, letters, reports, presentations) to various audiences (work group, team, company management, prospective acquisitions, external clients).
• Experience developing ways of accomplishing goals with little or no supervision, depending on oneself to complete objectives and determining when escalation of issues is necessary.
• Experience establishing & maintaining relationships with individuals at all levels of the organization, in the business community & with vendors.
• Willing to travel up to/at least 25% of the time for business purposes (within state and out of state)

Preferred Qualifications

• We will consider employment of qualified applicants with arrest and conviction records.

Salary Range: $58500 - $102375 / Salaried