Responsible for acting as the front line leader for Centralized
Services. Provides daily support to Centralized Services team
members to ensure they provide 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.
+ Resolves and/or provides technical advice on complex or
critical issues that have been escalated from Senior level roles.
Serves as a resource for all representatives. Seeks guidance from
Group Supervisor for the most complex and critical issues,
questions, or problems.
+ Supervises daily activities of all team members for scheduled
shift and provides feedback and coaching of team members according
to quality standards. May intercede on communication with difficult
customers or patients. Reports any necessary issues or concerns to
+ Plans, prioritizes, organizes and completes work to meet
+ Monitors trends and notifies Group Supervisor of recurring or
high priority issues.
+ Maintains records of customer interactions, records details,
complaints, comments and action taken. Contacts customers to
respond to escalated inquiries or to notify them of investigation
results and planned adjustments.
+ Continues to look for ways to improve current processes with
enhancements and ideas.
+ Monitors team member performance by observing employee
demeanor, technical accuracy and conformity to company policies.
Improves performance of the department by building team morale,
motivating team members and and using constructive coaching.
+ Identifies areas where additional development is needed and
makes recommendations on how to achieve necessary results.
+ Responsible for ensuring compliance with federal, state, and
local laws, as well as company and facility policies and
procedures. Maintains standards of performance in accordance with
policies and procedures (e.g. HIPAA guidelines/regulations,
insurance and fraud abuse guidelines, required productivity levels,
timeliness expectations, etc.).
**An Equal Opportunity Employer, including
Walgreens (www.walgreens.com) is included in the Retail Pharmacy
USA Division of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), a
global leader in retail and wholesale pharmacy. As America's most
loved pharmacy, health and beauty company, Walgreens purpose is to
champion the health and wellbeing of every community in America.
Operating more than 9,000 retail locations across America, Puerto
Rico and the U.S. Virgin Islands, Walgreens is proud to be a
neighborhood health destination serving approximately 8 million
customers each day. Walgreens pharmacists play a critical role in
the U.S. healthcare system by providing a wide range of pharmacy
and healthcare services. To best meet the needs of customers and
patients, Walgreens offers a true omnichannel experience, with
platforms bringing together physical and digital, supported by the
latest technology to deliver high-quality products and services in
local communities nationwide.
**Job ID:** 545543BR
**Title:** Team Supervisor Centralized Services AZ
**Company Indicator:** Walgreens
**Job Function:** Customer Contact Center
**Full Store Address:** 2225 S PRICE RD,CHANDLER,AZ 85286
**Full District Office Address:** 2225 S PRICE
**External Basic Qualifications:**
+ High school diploma/GED and at least three years of experience
working in a Contact Center or Centralized Service setting or
Bachelor's Degree and at least one year of experience working in a
Contact Center or Centralized Service setting.
+ Ability to be licensed as a Pharmacy Technician by the state
Board of Pharmacy or nationally recognized certification agency
within the state mandated time line and PTCB Certified within
twelve months of placement in position.
+ Experience in 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
evaluation of customer satisfaction.
+ Experience building and maintaining relationships within a
+ Experience using time management skills such as
prioritizing/organizing and tracking details and meeting deadlines
of multiple projects with varying completion dates.
+ Basic email skills, internet explorer (sending, receiving, and
+ Basic level skill in Microsoft Excel (for example: opening a
workbook, inserting a row, selecting font style and size,
formatting cells as currency, using copy, paste and save functions,
aligning text, selecting cells, renaming a worksheet, inserting a
column, selecting a chart style, inserting a worksheet, setting
margins, selecting page orientation, using spell check and/or
+ Basic level skill in Microsoft Word (for example: opening a
document, cutting, pasting and aligning text, selecting font type
and size, changing margins and column width, sorting, inserting
bullets, pictures and dates, using find and replace, undo, spell
check, track changes, review pane and/or print functions).
+ Bi-lingual in English and Spanish.
+ Licensed as a Pharmacy Technician by the state Board of
Pharmacy or nationally recognized certification agency and PTCB