Specialist Workforce Management
- Works with the Analyst, Workforce Management to provide real-time information on call center performance that could affect future staff scheduling. Assists the Analyst as necessary in the creation and management of call center staff work schedules. Assists with maintenance of CSR profiles in workforce management database to ensure optimum productivity and operational results are accurately reported.
- Monitors real-time call volumes, average handle times, and adherence to schedules throughout the day against forecast; ensures the correct number of required agents is assigned to phones to meet service level goals. Makes recommendations on corrective actions when service levels are at risk. Responds to periods of low call volume utilizing established guidelines. Determines the need and timing for call overflow; works with System Administrator to re-route calls as appropriate.
- Addresses recurring problems by recommending improved work processes, policies, or procedures. Contributes ideas on ways to resolve problems to better service the customer and/or improve productivity.
- Schedules all transaction based work (e.g. calls, adjustments, correspondence, training, meetings). Maintains Customer Service Representative profiles in database; ensures that optimum productivity, coverage, and operational results are accurately reported and available.
- Creates, maintains, and distributes current, historical and custom key performance reports on daily, weekly and/or monthly basis to ensure that facility leadership is equipped with the data necessary to make assessments of the staffing, training and call center performance. Supports workforce management function by analyzing ad hoc report data.
- Communicates effectively with individuals/teams in the call center(s) to ensure high quality and timely customer experience. Takes support calls from call center locations and executes against established procedures and guidelines.
- Works directly with Call Center management to insure goals are met through intra-day management of shifts, skills, and changes to plan.
- Acts as tier 1 triage for most call center related technologies; Provides access point for problem escalation and reports to tier 2, follows-up, and insures resolution for issues.
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. Basic Qualifications
- HS Diploma/GED and at least 2 years of call center experience.
- Experience communicating both verbally (on phone, one-on-one) and in writing (emails) to various audiences.
- Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
- Intermediate level skill in Microsoft Word (for example: inserting headers, page breaks, page numbers and tables and/or adjusting table columns).
- Intermediate level skill in Microsoft Excel (for example: using SUM function, setting borders, setting column width, inserting charts, using text wrap, sorting, setting headers and footers and/or print scaling).
- Knowledge of Genesis Workforce Management
Salary Range: $22.71 - $33.32 / Hourly
Recommended Jobs
Certified Registered Nurse Anesthetist
Locum Tenens CRNA - Danville, IL (61832) General • Ortho • OB Locum Tenens Certified Registered Nurse Anesthetist (CRNA) opportunity in Danville, IL - provide general, orthopedic, and obstetric anest…
Certified Medical Assistant (CMA/RMA) - Pediatrics Gastroenterology
Overview: Assist provider and other clinical staff with obtaining basic vital information preparing patient for examination, treatment and minor surgical procedures. Responsible for tracking system fo…
Customer Service Representative
Job Overview We are looking for an efficient and skilled Customer Service Representative for our call center. As a Customer Service Representative, your job is to provide excellent customer supp…
Sr Plate Structures Engr
Company Overview: CB&I® is the world’s leading designer and builder of storage facilities, tanks and terminals. With more than 60,000 structures completed throughout our 135+ year history, we have …
Bookkeeper
Job Description Job Description We are looking for a detail-oriented Bookkeeper to join our team in Wheaton, Illinois. This Contract to permanent position offers an exciting opportunity to work o…
Power Grid Automation Engineer III
Since 1905, G&W Electric has helped power the world with innovative power systems solutions and products. With the introduction of the first disconnectable cable terminating device in the early 1900…
Barista
Barista Position Job Details Level: Mid Location: Blackout Baking Co. – Bakery/Coffee Shop - Oak Park, IL Position Type: Part-Time Job Shift: 7am-4:30pm Friday/Saturday Job Category…
Class A CDL Owner Operator - Regional Home Daily
Pure Freight Lines is looking for Class A CDL Owner Operators for Home daily positions in Chicagoland Area: ~ Intermodal /Rail Container Experience is Must. ~ Truck must be 10 years or newer. ~…
Associate Director, Market Research and Analytics - GIC
Company Description About AbbVie AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of to…
Technical Product Owner
Specialty/Competency: Software Engineering Industry/Sector: Not Applicable Time Type: Full time Travel Requirements: Up to 40% At PwC, our people in software and product innovation foc…