Senior Specialist, Training & Performance Excellence

Walgreens•Orlando, FL

About The Position

Responsible for developing, delivering, and tracking training activities for Service Desk and Field Services staff, and developing training processes and standards to increase productivity. Collaborates with management and Human Resources to develop, implement, and track employee training needs. May coach and mentor more junior Training Specialists.

Requirements

High school diploma or GED.
At least 2 years of experience training in a Service Desk or Field Service organization.
Experience with the MS Office Suite.
Experience with project management, including planning, organizing, and managing resources to achieve project goals.
Experience with training tools.
Experience facilitating group discussions, including scribing, recording, timekeeping, and leading discussions.
Experience developing and delivering presentations to different audience levels within an organization.
Experience using time-management skills to prioritize and organize work, track details, and meet deadlines across multiple projects.
Experience providing training and developing process documentation or user manuals for staff in a Field Service or Service Desk organization.
Experience analyzing and reporting data to identify issues, trends, or exceptions, improve results, and find solutions.
Experience communicating verbally and in writing with varied audiences, including work groups, teams, company management, prospective acquisitions, and external clients.
Experience accomplishing goals with little or no supervision, completing objectives independently, and determining when issues need escalation.
Experience establishing and maintaining relationships with people at all organizational levels, in the business community, and with vendors.
Willingness to travel at least 25% of the time for business purposes, within and outside the state.

Responsibilities

Develop, implement, and deliver training programs for Service Desk and Field Services staff.
Identify training needs and develop programs using needs assessments, observations, and key performance indicators.
Create training course content for Service Desk or Field Services staff under the direction of the Training Manager.
Design and create training presentations, job manuals, job aids, and other training materials.
Manage training for new and existing employees on new projects, processes, and systems.
Provide employee coaching, development, and follow-up after training courses.
Evaluate training courses to assess their effectiveness.
Collaborate with the Training Manager to plan, develop, present, and evaluate training programs.
Assess requests for new training programs and changes to existing programs and scheduling processes.
Assess proposed courses to identify facility and resource requirements.
Identify the effects of training schedules and resource allocation on Service Desk and Field Services organizations.
Create change-management and communications documentation according to the established communication plan.
May coach and mentor more junior Training Specialists.