SR Specialist, Training and Development, Customer Operations

Boehringer Ingelheim • Johns Creek, GA

2d

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 specialist needs a solid understanding of contact center business operations, key-user GBS system knowledge, and mid-level experience developing training-related documents.

The position facilitates technical and skills training for end users, supports efficient system use, and manages related training issues and risks. Working with internal and external contact center colleagues, subject matter experts, and client groups, the specialist identifies learning gaps and designs courses, application workshops, and learning materials. Training is delivered online, in classrooms, and through phone and email, using appropriate methods for small to medium groups and business needs.

The role applies adult learning, group facilitation, needs analysis, program design and evaluation, and organizational change management principles. It maintains knowledge of systems and internal processes, including GBS, Salesforce, Genesys, and operational processes, and improves existing training materials as needed. All company business must be conducted in accordance with applicable regulations and company policies and standard operating procedures.

Requirements

• Bachelor's degree in Education, Business, or a closely related discipline, such as a pharmaceutical-industry science or industrial engineering discipline.
• 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 measurement of 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.
• Excellent time management and organizational skills, with the ability to produce quality work quickly in a fast-paced environment.
• Ability to present complex information to a variety of audiences.
• Working knowledge of GBS, Salesforce, Outlook, Word, Excel, and PowerPoint.
• Knowledge or experience coordinating training delivery activities.
• Ability to prepare training methods without direct supervision and obtain approval from the Manager and matrix Manager before proceeding.
• Understanding of customers, the 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 of age.

Responsibilities

• Facilitate and deliver technical and skills training programs to end users using appropriate tools and methods.
• Assist users with efficient system navigation and utilization to meet business needs.
• Manage training issues and risks using standard tools and processes.
• Collaborate with internal and external contact center colleagues to design courses and learning materials that support users’ needs.
• Conduct needs analyses with subject matter experts and client groups to determine learning and application gaps.
• Design and develop training for application workshops.
• Apply adult learning theory, group dynamics, group facilitation, needs analysis, program design and evaluation, and organizational change management principles in daily work and program offerings.
• Deliver end-user training online, in a classroom, by phone, and by email, as appropriate for business needs.
• Maintain knowledge of systems and internal processes, including GBS, Salesforce, Genesys, and operational processes.
• Improve or augment existing training materials as necessary.
• Conduct company business in accordance with applicable regulations and company policies and standard operating procedures.

Benefits

• Competitive compensation and benefit programs.
• Support for a healthy working environment, meaningful work, mobility, networking, and work-life balance.
• Opportunities to collaborate internationally and contribute directly to company success.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior