Specialist CCO Performance Research

Walgreens Boots Alliance • Orlando, FL

387d

About The Position

The position involves actively participating in continuous improvement processes within Centralized Services, focusing on enhancing customer care centers. The role requires identifying gaps in customer satisfaction and efficiency, conducting observations to gather data, making improvement recommendations, and ensuring the implementation of changes through coaching and compliance checks.

Requirements

• High School Diploma/GED and at least 1 year of call center experience.
• Experience in verbal and written communication to various audiences.
• Basic skills in Microsoft Excel, including creating workbooks and using common formulas.
• Basic skills in Microsoft Word for document creation and formatting.
• Basic skills in Microsoft PowerPoint for creating presentations and formatting slides.
• Ability to analyze observations to determine root causes of issues.
• Strategic thinking skills for recommending process improvements.
• Basic understanding of statistical values such as mean and standard deviation.
• Experience in time management and meeting deadlines for multiple projects.
• Experience in providing customer service and evaluating customer satisfaction.

Responsibilities

• Conduct targeted observations to gather data points and analyze gaps in customer care centers.
• Utilize the call recording platform, NICE Perform, to capture necessary data accurately.
• Complete routine compliance checks to ensure adherence to privacy, regulatory, and workflow standards.
• Participate in improvement events to brainstorm and prioritize potential solutions.
• Engage in calibration dialogues to share observations and best practices.

What This Job Offers

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