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Walgreens · 1 month ago

Overnight Group Supervisor

2225 S PRICE RD,CHANDLER,AZ 85286

Full-time

Onsite

Entry, Mid Level

$57K/yr - $91K/yr

2+ years exp

Walgreens is a leading pharmacy and retail company serving nearly 9 million customers each day. They are seeking an Overnight Group Supervisor to oversee designated teams and provide support to ensure excellent service to patients and customers while maintaining compliance with relevant laws and policies.

Consumer GoodsHealth CarePharmaceuticalRetail

Responsibilities

Resolves and/or provides technical advice on complex or critical issues that have been escalated from Function Lead. Determines and initiates appropriate resolution for escalated calls. Reports issues/concerns to Group Manager when appropriate

Supervises daily activates of all team members and Function Leads for scheduled shift and provides feedback and coaching of team members according to quality standards. May intercede on communication with difficult customers or patients

Responsible for coaching and developing the Centralized Services team members and Function Leads

Conducts performance reviews with team members, identifies opportunities for development, and recommends sustainable solutions to achieve necessary results

Continues to look for ways to improve current processes with enhancements and ideas. Makes recommendations on process improvement to Group Manager

Maintains working relationships and cooperates actively with all levels and areas of management to ensure that the objectives of the department and company are met

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.)

Qualification

Contact Center experienceCoachingMentoringMicrosoft ExcelCustomer serviceBilingual (English/Spanish)

Required

High School Diploma/GED and at least 4 years of experience working in a Contact Center or Centralized Service setting or Bachelor's Degree and at least 2 year of experience working in a Contact Center or Centralized Service setting

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 team

Experience in coaching, mentoring, and training staff

Intermediate level skill in Microsoft Excel, Word (for example: using SUM function, setting borders, setting column width, inserting charts, using text wrap, sorting, setting headers and footers and/or print scaling, inserting headers, page breaks, page numbers and tables and/or adjusting table columns

Preferred

Experience applying knowledge of Workforce Management Systems (WMS)

Bi-lingual in English and Spanish

Company

Walgreens

Glassdoor3.1

Walgreens is a pharmacy, health, and wellness service center that offers trained infusion nurses and pharmacists to treat patients. It is a sub-organization of Walgreens Boots Alliance.

Founded in 1901

Deerfield, Illinois, USA

10001+ employees