Function Lead Centralized Services - Onsite

Job Description Responsible for acting as the front line leader for Centralized Services. Provides daily support to Centralized Services team members to ensure they deliver a first in class experience to Walgreens patients and customers. Serves as an escalation point of contact for only the most complex or critical issues. Assigns, monitors, and reviews the day-to-day work of team members and provides technical guidance. Ensures all matters are routed to the appropriate party or resolved. Job Responsibilities Resolve and/or provide technical advice on complex or critical issues that are escalated from senior level roles. Serve as a resource for all representatives and seek guidance from the Group Supervisor for the most complex and critical issues. Supervise daily activities for scheduled shifts and provide feedback and coaching to team members according to quality standards. Intercede in communications with difficult customers or patients and 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 details, complaints, comments, and actions taken. Contact customers to respond to escalated inquiries or to 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 employee demeanor, technical accuracy, and conformity to company policies, and improve department performance by building teamwork morale, motivating members, and using constructive coaching. Identify areas where additional development is needed and make recommendations to achieve necessary results. Ensure compliance with federal, state, and local laws, as well as company and facility policies and procedures. Maintain performance standards in accordance with policies and procedures (e.g., HIPAA guidelines/regulations, insurance and fraud abuse guidelines, required productivity levels, timeliness expectations, etc.). External Basic Qualifications High school diploma/GED with at least 3 years of experience in a Contact Center or Centralized Service setting, OR Bachelor’s Degree with at least 1 year of experience in a Contact Center or Centralized Service setting. Experience identifying operational issues and recommending and implementing strategies to resolve problems. Experience providing customer service to internal and external customers, including 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 and meeting deadlines for multiple projects with varying completion dates. Basic email skills (sending, receiving, and organizing communications). Basic level skill in Microsoft Excel (e.g., opening a workbook, inserting rows, formatting cells, using copy/paste, printing worksheets). Basic level skill in Microsoft Word (e.g., opening a document, editing text, formatting, using spell check, track changes, printing). Preferred Qualifications Bilingual in English and Spanish. Licensed as a Pharmacy Technician by the state Board of Pharmacy or nationally recognized certification agency and PTCB Certified. About Walgreens Founded in 1901, Walgreens proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities. We will consider employment of qualified applicants with arrest and conviction records. #J-18808-Ljbffr