Job Summary
This role is a scheduling position requiring the use of the Workforce Management System functionality to aid in the processing of Scheduling tasks including offering overtime, voluntary time off and scheduled adjustments related to day to day schedule management within our contact center teams. The role is capable of making decisions that will balance cost and service ensuring proper scheduling for the contact center.
Job Responsibilities
- Responsible for Approving requests or provides alternative recommendations for future offline activities (training, coaching, etc.), adjustments of breaks lunches, and other scheduling accommodation requests based on historical trends, staffing availability and forecast demand.
- Analyzes and reports on scheduling and staffing trends to provide Operations with overall coverage improvement recommendations and efficiency strategies at the seasonal, monthly, weekly, daily, and interval level.
- Offers process improvements in order to eliminate manual processes and focus on consistent quality and efficiency.
- Performs audits of reports and maintain data integrity of related WFM systems with necessary adjustments including the maintenance of existing team members; defining new team members as necessary; moving team members when they change departments; removing separated team members; and maintaining agent skills, availability, and time off parameters, etc.
- Utilizes established communication tools to complete administrative tasks along with updating and maintaining schedule changes and trades, overtime and voluntary time off, and other manual adjustments into the WFM systems.
- Escalates any service level impacting challenges to appropriate parties upon learning of the issue and participate in and communicate resolution strategy.
- Participates in project meetings as necessary.
- Executes and conducts emergency notification and workforce recovery procedures in the event of disruptions (weather related outages, system failures, etc.) to our business at any of our locations.
About Walgreens
Founded in 1901, Walgreens (www.walgreens.com) has a storied heritage of caring for communities for generations, and proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni-channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.
Walgreens is the flagship U.S. brand of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader. Its retail locations are a critical point of access and convenience in thousands of communities, with Walgreens pharmacists playing a greater role as part of the healthcare system and patients’ care teams than ever before. Walgreens Specialty Pharmacy provides critical care and pharmacy services to millions of patients with rare disease states and complex, chronic conditions.
The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits More Company information is available at www.walgreensbootsalliance.com
Basic Qualifications
- Bachelor’s Degree OR High School/GED and at least 3 years of experience in contact center or workforce administration.
- 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.
- Experience with analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
- Intermediate level skill in Microsoft Suite (MS Excel, PowerPoint and Word).
Preferred Qualifications
- Experience with Genesys workforce management system
- Prior contact center scheduling experience
We will consider employment of qualified applicants with arrest and conviction records.
An employee in this position can expect a salary rate between $47300 and $101200 plus bonus pursuant to the terms of any bonus plan if applicable. The actual salary will depend on experience, seniority, geographic location, and other factors permitted by law. This job posting will remain open for 5 days from the job posting date. To review benefits, please click here jobs.walgreens.com/benefits. If you are applying on a job board or unable to click on the link, please copy and paste this URL into your browser jobs.walgreens.com/benefits.
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