Centralized Services Team Lead - Escalation Expert

Walgreens Co.; Orlando (FL); Vor Ort; USD 32.000 - 43.000; Vollzeit

Zusammenfassung

Walgreens Co. is seeking a frontline leader for Centralized Services who will support the team daily and ensure a first-in-class experience for Walgreens patients and customers.

You will act as an escalation point for the most complex issues, assign and review work, and provide technical guidance to keep matters routed correctly. Responsibilities include supervising daily shifts, coaching staff, identifying process improvements, maintaining records of interactions, and ensuring compliance with

Qualifikationen

• Experience in a contact center or centralized service setting or a relevant degree with service experience.
• Ability to identify operational issues and implement improvements.
• Experience delivering customer service to internal and external customers and meeting quality standards.

Aufgaben

• Resolve and advise on complex issues escalated from senior roles; serve as a resource for representatives.
• Supervise daily activities of team members and provide feedback/coaching.
• Plan, prioritise, and complete work to meet targets.
• Monitor trends and report high-priority issues to the supervisor.
• Maintain records of customer interactions and respond to escalations with investigations/results.

Kenntnisse

Contact Center experience

Time management

Customer service

Ausbildung

High school diploma/GED

Bachelor’s Degree (optional)

Tools

Microsoft Excel

Microsoft Word

Jobbeschreibung

Walgreens Co. is seeking a frontline leader for Centralized Services who will support the team daily and ensure a first-in-class experience for Walgreens patients and customers.

You will act as an escalation point for the most complex issues, assign and review work, and provide technical guidance to keep matters routed correctly. Responsibilities include supervising daily shifts, coaching staff, identifying process improvements, maintaining records of interactions, and ensuring compliance with