Function Lead Centralized Services
Company: Walgreens
Location: Chicago
Posted on: October 19, 2024
Job Description:
Job SummaryResponsible for acting as the front line leader for
Centralized Services. Provides daily support to Centralized
Services team members to ensure they provide a first in class
experience to Walgreens patients and customers. Serves as an
escalation point of contact for only the most complex or critical
issues. Assigns, monitors and reviews the day-to-day work of team
members and provides technical guidance. Ensures all matters are
routed to the appropriate party or resolved.Job
Responsibilities
- Resolves and/or provides technical advice on complex or
critical issues that have been escalated from Senior level roles.
Serves as a resource for all representatives. Seeks guidance from
Group Supervisor for the most complex and critical issues,
questions, or problems.
- Supervises daily activities of all team members for scheduled
shift and provides feedback and coaching of team members according
to quality standards. May intercede on communication with difficult
customers or patients. Reports any necessary issues or concerns to
Group Supervisor.
- Plans, prioritizes, organizes and completes work to meet
established objectives.
- Monitors trends and notifies Group Supervisor of recurring or
high priority issues.
- Maintains records of customer interactions, records details,
complaints, comments and action taken. Contacts customers to
respond to escalated inquiries or to notify them of investigation
results and planned adjustments.
- Continues to look for ways to improve current processes with
enhancements and ideas.
- Monitors team member performance by observing employee
demeanor, technical accuracy and conformity to company policies.
Improves performance of the department by building team morale,
motivating team members and using constructive coaching.
- Identifies areas where additional development is needed and
makes recommendations on how to achieve necessary results.
- Responsible for ensuring compliance with federal, state, and
local laws, as well as company and facility policies and
procedures. Maintains standards of performance in accordance with
policies and procedures (e.g. HIPAA guidelines/regulations,
insurance and fraud abuse guidelines, required productivity levels,
timeliness expectations, etc.)Minimum Requirements
- High school diploma/GED and at least 3 years of experience
working in a Contact Center or Centralized Service setting or
Bachelor's Degree and at least 1 year of experience working in a
Contact Center or Centralized Service setting.
- Experience in identifying operational issues and recommending
and implementing strategies to resolve problems.
- Experience providing customer service to internal and external
customers, including meeting quality standards for services, and
evaluation of customer satisfaction.
- Experience building and maintaining relationships within a
team.
- Experience using time management skills such as
prioritizing/organizing and tracking details and meeting deadlines
of multiple projects with varying completion dates.
- Basic email skills, internet explorer (sending, receiving, and
organizing communications).
- 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).
- Basic level skill in Microsoft Word (for example: opening a
document, cutting, pasting and aligning text, selecting font type
and size, changing margins and column width, sorting, inserting
bullets, pictures and dates, using find and replace, undo, spell
check, track changes, review pane and/or print functions).About
Walgreens and WBAWalgreens (www.walgreens.com) is included in the
U.S. Retail Pharmacy and U.S. Healthcare segments of Walgreens
Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare,
pharmacy and retail leader with a 170-year heritage of caring for
communities. WBA's purpose is to create more joyful lives through
better health. Operating nearly 9,000 retail locations across
America, Puerto Rico and the U.S. Virgin Islands, Walgreens is
proud to be a neighborhood health destination serving nearly 10
million customers each day. Walgreens pharmacists play a critical
role in the U.S. healthcare system by providing a wide range of
pharmacy and healthcare services, including those that drive
equitable access to care for the nation's medically underserved
populations. To best meet the needs of customers and patients,
Walgreens offers a true omnichannel experience, with fully
integrated physical and digital platforms supported by the latest
technology to deliver high-quality products and services in
communities nationwide.The actual salary an employee can expect to
receive, plus bonus pursuant to the terms of any bonus plan if
applicable, will depend on experience, seniority, geographic
location, and other factors permitted by law. To review benefits,
please visit jobs.walgreens.com/benefits.'An Equal Opportunity
Employer, including disability/veterans'
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Keywords: Walgreens, Lombard , Function Lead Centralized Services, Other , Chicago, Illinois
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