Description
The SR Specialist, Customer Operations trains, delivers, plans, coordinates, implements and evaluates learning classes and activities. This role facilitates courses offered by content experts as needs arise. The incumbent will review and modify end user documentation on an annual basis or as needed. The candidate must have a solid understanding of business operations within a contact center, Key User GBS System Knowledge, and have mid-level experience with developing other training related documents.
As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development, and delivery of our products to our patients and customers. Our global presence provides opportunity for all employees to collaborate internationally, offering visibility and opportunity to directly contribute to the companies' success. We realize that our strength and competitive advantage lie with our people. We support our employees in several ways to foster a healthy working environment, meaningful work, mobility, networking, and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.
Duties & Responsibilities
- Facilitates and delivers technical and skill training programs to end-users using appropriate tools and methods.
- Assists users with efficient system navigation and utilization to meet business needs.
- Manages associated training issues and risks, using standard tools and processes.
- Works in collaboration with internal and external contact center colleagues to design courses and/or appropriate learning materials to support the users’ needs.
- Conducts Needs Analysis with Subject Matter Experts and Client Groups to determine learning and application gaps.
- Designs and develops training for application workshops.
- Learns and applies principles of adult learning theory, group dynamics, group facilitation, needs analysis, program design and evaluation, and organizational change management into day-to-day practice and program offerings.
- Performs end-user training using appropriate tools and methods, Online or Classroom environment for small to medium groups as well as via phone and email as defined to effectively meet business needs.
- Maintains strong knowledge of Systems and Internal Processes including but not limited to GBS, Salesforce, Genesys and operational processes.
- Improves or augments existing training materials as necessary.
- Performs all Company business in accordance with all regulations (e.g.,EEO, FDA, etc.) and Company policy and standard operating procedures.
Requirements
- Bachelor's degree Education, Business, or a discipline closely related to the pharmaceutical industry (science, industrial engineering, etc.)
- Minimum of two (2) years’ experience in a lead, supervisor, or educator role in a group or project setting, with responsibilities for teaching others how to use software applications. Or a minimum of four (4) years’ experience in customer service, sales, animal health or related field
- Ability to create documentation for the purposes of training new or existing learners.
- Demonstrated knowledge of adult learning principles, group behavior, motivational theories, and communication techniques.
- Demonstrated knowledge of principles and methods for training design and measurement of training effectiveness.
- Demonstrated ability to identify complex problems and review related information to develop and evaluate options and implement solutions.
- Possess exceptional interpersonal, verbal, and written communication skills to clearly present both technical and non-technical information effectively to diverse groups of people.
- Excellent time management and organization skills; ability to produce quality work, quickly in a fast-paced environment.
- Ability to present complex information to a variety of audiences.
- Working knowledge of software applications including GBS, Salesforce, Outlook, Word, Excel, and Power Point.
- Requires a knowledge/experience base in coordinating training delivery activities.
- Ability to prepare own training methods without direct supervision, but will get approval from Manager and matrix Manager before proceeding.
- Understands the Customer, Industry, and business trends.
- Understands how to navigate, analyze, trouble shoot, and teach others to use the following systems at a Medium level: Oracle, SAP, Salesforce.com, Pure Connect, BI Connect, and other smaller systems.
Eligibility Requirements:
- 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 18 years of age or older.