Function Lead Centralized Services

$48,880 - $65,208/Yr

Walgreens Boots Alliance - Roseville, MN

Full-time - Mid Level

Roseville, MN

5,001-10,000 employees

Health and Personal Care Retailers

About the position

The Function Lead for Centralized Services at Walgreens is responsible for leading the Centralized Services team, ensuring they deliver exceptional service to patients and customers. This role involves providing daily support, acting as an escalation point for complex issues, and supervising team members to maintain high-quality standards in service delivery.

Responsibilities

• Resolve and provide technical advice on complex or critical issues escalated from senior roles.
• Serve as a resource for all representatives and seek guidance from the Group Supervisor for complex issues.
• Supervise daily activities of team members during scheduled shifts and provide feedback and coaching according to quality standards.
• Intercede on communication with difficult customers or patients when necessary.
• Report any 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 details, complaints, comments, and actions taken.
• Contact customers to respond to escalated inquiries or notify them of investigation results and planned adjustments.
• Continuously seek ways to improve current processes with enhancements and ideas.
• Monitor team member performance by observing demeanor, technical accuracy, and conformity to company policies.
• Improve department performance by building team morale, motivating team members, and using constructive coaching.
• Identify areas needing additional development and recommend strategies to achieve necessary results.
• Ensure compliance with federal, state, and local laws, as well as company and facility 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 and at least 1 year of experience in a similar setting.
• 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.
• Experience using time management skills such as prioritizing, organizing, and tracking details to meet deadlines of multiple projects.

Nice-to-haves

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

Benefits

• Health insurance
• 401k
• Paid holidays
• Employee discount programs
• Professional development opportunities