SR Specialist, Training and Development, Customer Operations

Boehringer Ingelheim•Johns Creek, GA

About The Position

The SR Specialist, Customer Operations plans, coordinates, implements, delivers, and evaluates learning classes and activities. The role facilitates courses offered by content experts as needs arise and reviews and modifies end-user documentation annually or as needed. The position requires an understanding of contact center business operations, key-user GBS system knowledge, and mid-level experience developing training-related documents. The specialist facilitates technical and skills training for end users, supports effective system use, and collaborates with internal and external contact center colleagues to design courses and learning materials. The role conducts needs analyses, develops training for application workshops, applies adult learning and change-management principles, and delivers training online, in classrooms, by phone, and by email. It maintains knowledge of systems and internal processes, including GBS, Salesforce, and Genesys, and improves existing training materials as needed. All company business must be conducted in accordance with applicable regulations and company policies and procedures.

Requirements

Bachelor's degree in Education, Business, or a discipline closely related to the pharmaceutical industry, such as science or industrial engineering.
At least two years of experience in a lead, supervisor, or educator role in a group or project setting, with responsibility for teaching others to use software applications; alternatively, at least four years of experience in customer service, sales, animal health, or a related field.
Ability to create documentation for training new or existing learners.
Demonstrated knowledge of adult learning principles, group behavior, motivational theories, and communication techniques.
Demonstrated knowledge of training design methods and measuring training effectiveness.
Ability to identify complex problems, review related information, develop and evaluate options, and implement solutions.
Exceptional interpersonal, verbal, and written communication skills, including the ability to present technical and non-technical information effectively to diverse groups.
Strong time-management and organizational skills and ability to produce quality work quickly in a fast-paced environment.
Ability to present complex information to varied audiences.
Working knowledge of GBS, Salesforce, Outlook, Word, Excel, and PowerPoint.
Knowledge or experience coordinating training-delivery activities.
Ability to prepare training methods independently, subject to approval from the Manager and matrix Manager before proceeding.
Understanding of the customer, industry, and business trends.
Medium-level ability to navigate, analyze, troubleshoot, and teach others to use Oracle, SAP, Salesforce.com, Pure Connect, BI Connect, and other smaller systems.
Must be legally authorized to work in the United States without restriction.
Must be willing to take a drug test and post-offer physical, if required.
Must be at least 18 years old.

Responsibilities

Facilitates and delivers technical and skills training programs to end users using appropriate tools and methods.
Assists users with efficient system navigation and utilization to meet business needs.
Manages training-related issues and risks using standard tools and processes.
Collaborates with internal and external contact center colleagues to design courses and learning materials that support user needs.
Conducts needs analyses with subject matter experts and client groups to identify learning and application gaps.
Designs and develops training for application workshops.
Applies adult learning theory, group dynamics, group facilitation, needs analysis, program design and evaluation, and organizational change-management principles in daily practice and program offerings.
Delivers end-user training online, in classrooms for small to medium groups, and via phone and email as defined to meet business needs.
Maintains knowledge of systems and internal processes, including GBS, Salesforce, Genesys, and operational processes.
Improves or augments existing training materials as necessary.
Conducts company business in accordance with applicable regulations and company policies and standard operating procedures.