Responsible for supervision of a designated teams and front line leaders within the Centralized Services environment. Provides daily support to Centralized Services team members and Function Leads to ensure they provide a first in class experience to Walgreens patients and customers. Through Function Leads, monitors and reviews the day-to-day work of team members.
Resolves and/or provides technical advice on complex or critical issues that have been escalated from Function Lead. Determines and initiates appropriate resolution for escalated calls. Reports issues/concerns to Group Manager when appropriate.
Supervises daily activates of all team members and Function Leads for scheduled shift and provides feedback and coaching of team members according to quality standards. May intercede on communication with difficult customers or patients.
Responsible for coaching and developing the Centralized Services team members and Function Leads.
Conducts performance reviews with team members , identifies opportunities for development, and recommends sustainable solutions to achieve necessary results.
Continues to look for ways to improve current processes with enhancements and ideas. Makes recommendations on process improvement to Group Manager.
Maintains working relationships and cooperates actively with all levels and areas of management to ensure that the objectives of the department and company are met.
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 4 years of experience working in a Contact Center or Centralized Service setting or Bachelor’s Degree and at least 2 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 in coaching, mentoring, and training staff.
Intermediate level skill in Microsoft Excel (for example: using SUM function, setting borders, setting column width, inserting charts, using text wrap, sorting, setting headers and footers and/or print scaling).
Intermediate level skill in Microsoft Word (for example: inserting headers, page breaks, page numbers and tables and/or adjusting table columns).
Experience applying knowledge of Workforce Management Systems (WMS)