Training Manager, Centralized Services

at  Walgreens

JOB SUMMARY

Manages the Centralized Services training team responsible for delivering training in classroom or virtual setting. Ensures consistency in training delivery across multiple locations. Serves as a training subject matter expert and main point of contact for Centralized Services training and skills development, while ensuring the efficiency of the training programs as it relates to operations. Ensures Centralized Services training programs are scheduled and training instructors have the tools and resources to deliver an exceptional training experience.

Job Responsibilities

• Directly responsible for leading and supporting the training instructors across multiple Centralized Services locations - scheduling, evaluations, coordination of resources, implementation of training projects/initiatives and the day-to-day functions of the training instructors.
• Assesses requests for new training programs and changes to existing training programs and scheduling processes.
• Maintains a master training schedule that includes all schedules for new hires, nesting, cross-training, recurrent and special trainings.
• Works closely with business owners and Knowledge Management team to determine, develop and implement training programs to improve daily operations. Responsible for maintaining all training materials. Partners with the Knowledge Management team to ensure the training content is up-to-date.
• Leads the design and development of training programs and initiatives. Provides direction and feedback on topics such as content clarity, topic specificity, and content flow.
• Collaborates with appropriate support teams to ensure learning content is kept current.
• Consults with management identifying training needs across multiple locations based on new projects, processes and changes, analyzing needs to develop training programs or modify and improve existing programs.
• Presents and articulate concepts and processes clearly and confidently to varying audiences ensuring learning goals are appropriate to the audience and the training materials meet learning objectives.
• Liaises with Performance Research & Analysis (PR&A) team to monitor trends and make recommendations for learning needs.
• Conducts training evaluations and needs assessments to establish the effectiveness of the training course.
• Creates and implement training methodologies that will measure training effectiveness to the business.
• Evaluate training instructors and end user performance and effectiveness of training programs, aids and material providing recommendations for improvement.
• Champions continuous improvement and identifies areas where additional development is required and makes recommendations to management on how to achieve necessary results.
• Develops and mentors staff through on-boarding, open communication, training and development opportunities and performance management processes; builds and maintains employee morale and motivation; ensures the team is staffed appropriately with required competencies; fosters a diverse and inclusive workplace.
• Works within the guidelines of authorized Company policies, programs, procedures, budgets, laws, and good business ethics, and coordinates and controls the activities, plans, and programs of the designated areas of responsibility.

BASIC QUALIFICATIONS

• Bachelor’s Degree and at least 2 years of experience developing and delivering trainings or High School/GED and at least 4 years of experience developing and delivering trainings.
• Previous experience in designing multiple training events in a call center setting is preferred.
• Experience with analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
• Experience in identifying operational issues and recommending and implementing strategies to resolve problems.
• Experience building and maintaining relationships within a team and influence others to take actions and achieve objectives.
• Knowledge of a Learning Management System (LMS).
• Experience with MS Office Suite.
• Experience delivering trainings through adjusting style, tools and technique depending on audience and type of training (i.e. classroom setting, e-leaning, self-paced, etc.).
• 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 building and maintaining relationships within a team through people leadership and on-going coaching and development.
• Willing to travel up to 30% of the time for business purposes (within state and out of state).

PREFERRED QUALIFICATIONS

• At least 2-years of experience in direct leadership and/or cross functional team leadership
• Experience in instructional design, learning principles and adult learning methodologies to training delivery.
  We will consider employment of qualified applicants with arrest and conviction records

• Directly responsible for leading and supporting the training instructors across multiple Centralized Services locations - scheduling, evaluations, coordination of resources, implementation of training projects/initiatives and the day-to-day functions of the training instructors.
• Assesses requests for new training programs and changes to existing training programs and scheduling processes.
• Maintains a master training schedule that includes all schedules for new hires, nesting, cross-training, recurrent and special trainings.
• Works closely with business owners and Knowledge Management team to determine, develop and implement training programs to improve daily operations. Responsible for maintaining all training materials. Partners with the Knowledge Management team to ensure the training content is up-to-date.
• Leads the design and development of training programs and initiatives. Provides direction and feedback on topics such as content clarity, topic specificity, and content flow.
• Collaborates with appropriate support teams to ensure learning content is kept current.
• Consults with management identifying training needs across multiple locations based on new projects, processes and changes, analyzing needs to develop training programs or modify and improve existing programs.
• Presents and articulate concepts and processes clearly and confidently to varying audiences ensuring learning goals are appropriate to the audience and the training materials meet learning objectives.
• Liaises with Performance Research & Analysis (PR&A) team to monitor trends and make recommendations for learning needs.
• Conducts training evaluations and needs assessments to establish the effectiveness of the training course.
• Creates and implement training methodologies that will measure training effectiveness to the business.
• Evaluate training instructors and end user performance and effectiveness of training programs, aids and material providing recommendations for improvement.
• Champions continuous improvement and identifies areas where additional development is required and makes recommendations to management on how to achieve necessary results.
• Develops and mentors staff through on-boarding, open communication, training and development opportunities and performance management processes; builds and maintains employee morale and motivation; ensures the team is staffed appropriately with required competencies; fosters a diverse and inclusive workplace.
• Works within the guidelines of authorized Company policies, programs, procedures, budgets, laws, and good business ethics, and coordinates and controls the activities, plans, and programs of the designated areas of responsibility