Walgreens Boots Alliance - Chandler, AZ
posted 6 months ago
The Function Lead Centralized Services is responsible for acting as the front line leader for the Centralized Services team at Walgreens. This role involves providing daily support to team members to ensure they deliver a first-class experience to Walgreens patients and customers. The Function Lead serves as an escalation point for complex or critical issues that arise, ensuring that all matters are routed to the appropriate party or resolved effectively. This position requires a proactive approach to leadership, with a focus on coaching and developing team members to meet quality standards and improve overall performance. In this role, the Function Lead will supervise the daily activities of all team members during their scheduled shift, providing feedback and coaching according to established quality standards. They may need to intercede in communications with difficult customers or patients and report any significant issues or concerns to the Group Supervisor. The Function Lead is also responsible for planning, prioritizing, organizing, and completing work to meet established objectives, while monitoring trends and notifying the Group Supervisor of recurring or high-priority issues. Maintaining accurate records of customer interactions is crucial, as the Function Lead will document details, complaints, comments, and actions taken. They will also contact customers to respond to escalated inquiries or to inform them of investigation results and planned adjustments. Continuous improvement is a key aspect of this role, as the Function Lead will seek ways to enhance current processes and implement ideas for improvement. Additionally, the Function Lead will monitor team member performance by observing employee demeanor, technical accuracy, and adherence to company policies. They will work to improve departmental performance by building team morale, motivating team members, and providing constructive coaching. Identifying areas for additional development and making recommendations for achieving necessary results is also part of the Function Lead's responsibilities. Compliance with federal, state, and local laws, as well as company policies and procedures, is essential, and the Function Lead must maintain performance standards in accordance with guidelines such as HIPAA regulations and productivity expectations.