Training Instructor, Centralized Services

WALGREENS - Miami Lakes, FL3.6

Full-timeEstimated: $52,000 - $67,000 a year
EducationSkills
Job Summary

Conducts instructor led training in classroom or virtual setting for Call Center employees across multiple locations.

Job Responsibilities
Leads in classroom and virtual trainings for clinical and non-clinical lines of business supported by Centralized Services.
Assesses trainee performance and ensures training content is reviewed and understood at end of training session to promote practical application.
Ensures a productive learning environment by setting expectations, establishing classroom rules and delivering training in innovative ways
Contributes to the design and development of training programs and initiatives by providing feedback on topics such as content clarity, topic specificity, and content flow.
Partners with Human Resources team to champion and implement Leadership, Coaching and Employee Engagement initiatives.
Champions continuous improvement and makes recommendations for business solutions that impact internal and external customer interactions
Conducts training evaluations and needs assessments to ensure that learners and the business needs are being met.
Liaises with Performance Research & Analysis (Quality) team to monitor trends and make recommendations for learning needs.
Collaborates with appropriate support teams to ensure learning materials are kept current.
Responsible for coordinating and planning, training activities of the designated areas of responsibility, while ensuring Company policies and procedures, laws, and business ethics are followed.

Walgreens, one of the nation's largest drugstore chains, is included in the Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc., the first global pharmacy-led, health and wellbeing enterprise. More than 10 million customers interact with Walgreens each day in communities across America, using the most convenient, multichannel access to consumer goods and services and trusted, cost-effective pharmacy, health and wellness services and advice. Walgreens operates 8,175 drugstores with a presence in all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands. Walgreens omnichannel business includes Walgreens.com. Approximately 400 Walgreens stores offer Healthcare Clinic or other provider retail clinic services.

As the neighborhood drugstore and retailer, our goal is to make health and happiness simpler, easier and within reach. And we remain a trusted wellness provider offering convenient access to important health services, such as immunizations and an array of pharmacy services that can help patients improve their health. To our team members, Walgreens represents a unique opportunity to excel in their careers in a welcoming and inclusive environment. We offer the chance to work in a truly supportive environment, and be a part of a progressive organization dedicated to the well-being of our customers, team members and the communities we all call home.
High School Diploma or GED and at least 1 year of experience in a call center environment.
Experience applying knowledge of principles of adult learning to training delivery.
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).
Basic level skill in Microsoft Excel (for example: opening a workbook, inserting a row, selecting font style and size, formatting cells as currency, using copy, paste and save functions, aligning text, selecting cells, renaming a worksheet, inserting a column, selecting a chart style, inserting a worksheet, setting margins, selecting page orientation, using spell check and/or printing worksheets).
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 up to 25% of the time for business purposes (within state and out of state).
Bachelor’s Degree in education or related field
High School Diploma or GED and at least 2 years’ experience in a call center environment
Pharmacy Technician Certification as granted by the Pharmacy Technician Certification Board (PTCB).