Function Lead Centralized Services

Walgreens • Chandler, AZ

73d • $23 - $31

About The Position

Responsible 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.

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.
• Basic level skill in Microsoft Word.

Nice To Haves

• Bilingual in English and Spanish.
• Licensed as a Pharmacy Technician by the state Board of Pharmacy or nationally recognized certification agency and PTCB Certified.

Responsibilities

• Resolves and/or provides technical advice on complex or critical issues that have been escalated from Senior level roles.
• Supervises daily activities of all team members for scheduled shift and provides feedback and coaching of team members according to quality standards.
• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Health and Personal Care Retailers
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees