(Job Number: 009873) US-FL-Orlando Description
Conducts training programs for multiple Call Center employees.
Job Responsibilities (listed in order of importance and/or time spent)
Delivers training classes, and maintains WCCCipedia written materials.
Takes calls monthly to ensure LOB knowledge and skills are kept alive.
Develops and delivers soft skills training such as customer service and phone skills, grammar and business writing, interpersonal communication, etc., for Contact Center employees.
Assists Training Manager with maintaining a master training schedule that includes all schedules for new hires, nesting, and recurrent and special trainings.
Collaborates with Training Manager to champion and implement Coaching for Success program.
Conducts training evaluations and needs assessments to ensure that learners and the business needs are being met.
Liaises with Quality team to monitor trends and make recommendations for learning needs.
Collaborates with Training Manager and Curriculum Developer to ensure learning materials are kept current.
Works within the guidelines of authorized Company policies, programs, procedures, budgets, laws, and good business ethics, coordinates and controls the activities, plans, and programs of the designated areas of responsibility.
Basic Qualifications & Interests
High School Diploma or GED and at least 4 years of experience delivering formal training programs or Bachelor’s Degree and at least 2 years of experience delivering formal training programs.
Intermediate level skill in Microsoft Excel (for example: using SUM function, setting borders, setting column width, inserting charts, using text wrap, sorting, setting headers and footers and/or print scaling).
Intermediate level skill in Microsoft Word (for example: inserting headers, page breaks, page numbers and tables and/or adjusting table columns).
Intermediate level skill in Microsoft PowerPoint (for example: applying a theme, formatting character spacing, inserting a picture, changing slide layout and theme colors, adding transitions, customizing slide numbers, changing chart style and/or formatting font).
Experience applying knowledge of principles of adult learning to training delivery.
Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
Experience facilitating group discussion (including scribing, recording, timekeeping, and leading discussions).
Experience in providing training and developing process documentation/user manuals.
Experience building and maintaining relationships within a team.
Willing to travel at least 10% of the time for business purposes (within state and out of state).
Preferred Qualifications & Interests
Bachelor’s Degree in Education.
Walgreens - 2 years ago
At Walgreens, we help people get, stay and live well. That is our core purpose and the difference we make in people's lives every day. Our...