Centralized Services Lead | Frontline Support & Escalations

Walgreens; Chicago (IL); On-site; USD 32,000 - 43,000; Full time

Job summary

Walgreens in Deerfield, IL is seeking a Function Lead Centralized Services to act as the front line leader for Centralized Services, supporting daily operations and guiding team members to deliver first-class service to patients and customers.

You will assign and monitor daily work, provide technical guidance, and serve as an escalation point for complex issues. You will ensure proper routing and drive improvements while upholding policies and HIPAA guidelines.

Qualifications

• High school diploma or GED with 3+ years in a contact center or Centralized Service, or a bachelor’s degree with 1 year in similar setting.
• Experience identifying operational issues and implementing resolution strategies.
• Experience delivering customer service to internal and external customers and meeting quality standards.

Responsibilities

• Resolve escalated complex issues and provide technical guidance to representatives.
• Supervise daily shift activities and coach team members per quality standards.
• Plan, prioritize, and complete work to meet objectives.
• Monitor trends and report high-priority issues to the Group Supervisor.
• Maintain records of interactions and notify customers of outcomes.

Skills

Contact Center experience

Team supervision

Customer service

Microsoft Excel basics

Microsoft Word basics

Time management

Education

High school diploma/GED

Bachelor’s degree (related field)

Tools

Excel

Word

Job description

Walgreens in Deerfield, IL is seeking a Function Lead Centralized Services to act as the front line leader for Centralized Services, supporting daily operations and guiding team members to deliver first-class service to patients and customers.

You will assign and monitor daily work, provide technical guidance, and serve as an escalation point for complex issues. You will ensure proper routing and drive improvements while upholding policies and HIPAA guidelines.