Specialist CCO Performance Research
Address: 8337 SOUTHPARK CIR,ORLANDO,FL,32819-09049-32073-M
Job ID 1523454BR
Job Summary
With an active role in Centralized Services continuous improvement processes, this person is responsible for: Identifying gaps that exist in the customer care centers in areas such as customer satisfaction, efficiency in call handling, process handling, customer behavior, etc. Conducting targeted observations to understand and gather data points to analyze gaps. Make recommendations for improvement based on targeted observations and data findings. Assist with creation of PowerPoint as needed to present findings. Observe post-change to ensure implementation and improvement, including remote observations, on the spot coaching and feedback, etc. Conduct coaching one-on-one and in small group settings, as needed. Complete routine compliance checks across multiple lines of business.
Job Responsibilities
Founded in 1901, Walgreens (www.walgreens.com) has a storied heritage of caring for communities for generations, and proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni-channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.
Walgreens is the flagship U.S. brand of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader. Its retail locations are a critical point of access and convenience in thousands of communities, with Walgreens pharmacists playing a greater role as part of the healthcare system and patients’ care teams than ever before. Walgreens Specialty Pharmacy provides critical care and pharmacy services to millions of patients with rare disease states and complex, chronic conditions.
With an active role in Centralized Services continuous improvement processes, this person is responsible for: Identifying gaps that exist in the customer care centers in areas such as customer satisfaction, efficiency in call handling, process handling, customer behavior, etc. Conducting targeted observations to understand and gather data points to analyze gaps. Make recommendations for improvement based on targeted observations and data findings. Assist with creation of PowerPoint as needed to present findings. Observe post-change to ensure implementation and improvement, including remote observations, on the spot coaching and feedback, etc. Conduct coaching one-on-one and in small group settings, as needed. Complete routine compliance checks across multiple lines of business.
Job Responsibilities
- Conducts targeted observations in an efficient manner while accurately capturing all necessary data points and descriptive data thru the use of the call recording platform, NICE Perform.
- Utilizes exceptional understanding of products, processes, and procedures to gauge performance of individuals, groups, processes, systems, etc.
- Completes routine compliance checks to ensure proper handling related to privacy, regulatory, and work flow.
- Actively participates in improvement events to brainstorm potential solutions, discuss impact of potential solutions, and prioritize recommendations.
- Engages in calibration dialog to offer observations and share best practices / recommendations.
Founded in 1901, Walgreens (www.walgreens.com) has a storied heritage of caring for communities for generations, and proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni-channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.
Walgreens is the flagship U.S. brand of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader. Its retail locations are a critical point of access and convenience in thousands of communities, with Walgreens pharmacists playing a greater role as part of the healthcare system and patients’ care teams than ever before. Walgreens Specialty Pharmacy provides critical care and pharmacy services to millions of patients with rare disease states and complex, chronic conditions.
Basic Qualifications
- High School Diploma/GED and at least 1 year of call center experience.
- Experience communicating both verbally (on phone, one-on-one, to groups) and in writing (emails, letters, reports, presentations) to various audiences (work group, team, company management, prospective acquisitions, external clients).
- Basic level skill in Microsoft Excel including ability to create workbooks, change formatting of cell/worksheet, use common formulas (SUM, COUNT, AVERAGE, IF), and sort/filter data.
- Basic level skill in Microsoft Word including ability to create documents using basic formatting (color/size of text, margins, page orientation), create tables, and sort data.
- Basic level skill in Microsoft PowerPoint including ability to create presentations from a template, format slides (font size/color, select layout), insert tables/graphics, and run slide show.
- Ability to analyze observations to determine root cause, not just surface cause.
- Ability to think strategically when recommending solutions for process improvement.
- Basic understanding of statistical values when presented (mean, range, standard deviation).
- Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
- Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
Preferred Qualifications
- Registered Pharmacy Technician
Salary Range$17.79 - $26.63 / Hourly
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