Function Lead Centralized Services

$48,880 - $65,208/Yr

Walgreens Boots Alliance - Oklahoma City, OK

Full-time - Mid Level

Oklahoma City, OK

5,001-10,000 employees

Health and Personal Care Retailers

About the position

The Function Lead for Centralized Services at Walgreens is a pivotal role that acts as the front line leader for the Centralized Services team. This position is responsible for providing daily support to team members, ensuring they deliver a first-class experience to Walgreens patients and customers. The Function Lead serves as an escalation point for complex or critical issues, guiding team members in resolving challenges and ensuring that all matters are appropriately routed or resolved. This role requires a proactive approach to leadership, with a focus on coaching, feedback, and performance monitoring to maintain high standards of service and compliance with relevant regulations. In this role, the Function Lead will resolve and provide technical advice on escalated issues, acting as a resource for all representatives. The position involves supervising daily activities, providing constructive feedback, and coaching team members to meet quality standards. The Function Lead will also intercede in communications with difficult customers or patients, ensuring that their concerns are addressed effectively. Additionally, the role includes planning, prioritizing, and organizing work to meet established objectives, while monitoring trends and notifying the Group Supervisor of any recurring or high-priority issues. The Function Lead is responsible for maintaining records of customer interactions, including details of complaints and actions taken. They will contact customers to respond to escalated inquiries and notify them of investigation results. Continuous improvement is a key aspect of this role, as the Function Lead will seek ways to enhance current processes and build team morale. Compliance with federal, state, and local laws, as well as company policies, is essential, and the Function Lead will ensure that performance standards are upheld in accordance with HIPAA guidelines and other regulations.

Responsibilities

• Act as the front line leader for Centralized Services, providing daily support to team members.
• Serve as an escalation point for complex or critical issues that arise.
• Assign, monitor, and review the day-to-day work of team members, providing technical guidance.
• Ensure all matters are routed to the appropriate party or resolved effectively.
• Resolve and provide technical advice on escalated issues from Senior level roles.
• Supervise daily activities of team members and provide feedback and coaching according to quality standards.
• Intercede on communication with difficult customers or patients as necessary.
• Report any necessary issues or concerns to the Group Supervisor.
• Plan, prioritize, organize, and complete work to meet established objectives.
• Monitor trends and notify the Group Supervisor of recurring or high-priority issues.
• Maintain records of customer interactions, including complaints and actions taken.
• Contact customers to respond to escalated inquiries or notify them of investigation results.
• Continuously seek ways to improve current processes with enhancements and ideas.
• Monitor team member performance and provide constructive coaching to improve performance.
• Identify areas for additional development and make recommendations for achieving necessary results.
• Ensure compliance with federal, state, and local laws, as well as company policies and procedures.

Requirements

• High school diploma or GED and at least 3 years of experience in a Contact Center or Centralized Service setting, or a Bachelor's Degree with at least 1 year of experience in a similar role.
• Experience in identifying operational issues and recommending and implementing strategies to resolve problems.
• Experience providing customer service to internal and external customers, meeting quality standards for services, and evaluating customer satisfaction.
• Experience building and maintaining relationships within a team.
• Strong time management skills, including prioritizing, organizing, and tracking details to meet deadlines of multiple projects.
• Basic email skills and proficiency in internet explorer for communication purposes.
• Basic level skills in Microsoft Excel and Microsoft Word.

Nice-to-haves

• Bilingual in English and Spanish.
• Licensed as a Pharmacy Technician by the state Board of Pharmacy or a nationally recognized certification agency.
• PTCB Certified.

Benefits

• Competitive hourly wage ranging from $23.50 to $31.35.
• Comprehensive health insurance options.
• 401(k) retirement savings plan with company matching.
• Paid time off and paid holidays.
• Employee discounts on products and services.