Function Lead, Fulfillment Center

Walgreens Boots Alliance-posted 9 months ago
Full-time
Bolingbrook, IL
Health and Personal Care Retailers
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Responsible for acting as the front-line leader for Centralized Services pharmacy fulfillment center. 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 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.

  • 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.
  • 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 and/or client interactions, records details, complaints, comments, and action taken.
  • Responds 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.)
  • High school diploma/GED and at least two years of experience working in a pharmacy, retail OR fulfillment task-oriented environment.
  • Willing to obtain a Board of Pharmacy technician license within the state mandated timeline OR currently holds a Board of Pharmacy technician license.
  • Experience in identifying operational issues and recommending and implementing improvements to resolve problems.
  • Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
  • Must be fluent in reading, writing, and speaking English (except in Puerto Rico).
  • Basic level PC skills (for example: start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents and/or access information online).
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