Walgreens Boots Alliance - Orlando, FL
posted 6 months ago
The Function Lead Centralized Services at Walgreens is a pivotal role responsible for overseeing the Centralized Services team, ensuring that they deliver a first-class experience to patients and customers. This position acts as the front-line leader, providing daily support and guidance to team members while serving as an escalation point for complex or critical issues that arise. The Function Lead is tasked with assigning, monitoring, and reviewing the daily work of team members, ensuring that all matters are appropriately routed or resolved. In this role, the Function Lead will resolve and provide technical advice on escalated issues, acting as a resource for all representatives. They will supervise the daily activities of team members during their scheduled shifts, offering feedback and coaching to align with quality standards. The Function Lead may also handle communications with difficult customers or patients and report any significant issues to the Group Supervisor. Additionally, the Function Lead is responsible for planning, prioritizing, organizing, and completing work to meet established objectives. They will monitor trends and notify the Group Supervisor of recurring or high-priority issues, maintaining detailed records of customer interactions, complaints, and actions taken. Continuous improvement of current processes is a key focus, as is monitoring team member performance to enhance department performance through motivation and constructive coaching. Compliance with federal, state, and local laws, as well as company policies, is essential, ensuring that standards of performance are maintained according to guidelines such as HIPAA and productivity expectations.