Senior Specialist, Training & Performance Excellence

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.

The Salary below is being provided to promote pay transparency and equal employment opportunities at Walgreens. The actual hourly salary within this range that you will be offered will depend on a variety of factors including geography, skills and abilities, education, experience and other relevant factors. This role will remain open until filled. To review benefits, please click here jobs.walgreens.com/benefits. If you are applying on a job board or unable to click on the link, please copy and paste this URL into your browser jobs.walgreens.com/benefits

Salary Range: $58500 - $missing / Salaried