Job Information
Walgreens Analyst Sr Business Relations CCO in DEERFIELD, Illinois
Job Description:
Job Summary
Responsible for supporting all operations funtions for the non-clinical LOBS; including all channels and the technologies associated with these channels. This role has relationships with all levels of the service delivery team, call center operations, business relationship team, and the LOBs supported
Job Responsibilities
Daily presence (including weekends) in group chat rooms with multiple call center management teams.
Communicates new critical information to the call center teams and monitors for issues that are reported as trending within the call centers.
Collaborates cross-functionally with teams in Ecommerce/Digital and CCO such, Merchandising, CA, Product Management, QA, IT, and Marketing, to improve processes, customer satisfaction to achieve overall Division goals
Reviews and analyzes customer and agent feedback on a daily basis to identify trends or critical issues.
Communicates this feedback to the proper business teams. Partners with the LOBs and the other members of the business relationship team to drive change/ improvements to the walgreens.com customer experience or agent procedures, based on the more critical feedbacks
Partners with the CCO Business Analyst and provides input on needs to improve training or knowledgebase documentation
Assists Issue Resolvers and Call Center supervisors with complicated or difficult escalated customer issues.
Provides the necessary direction and resources to assist with the resolution
Meets weekly with the Arise and CCO management teams to exchange information in regards to ECom operational issues and new information/processes. Provides meeting notes for the weekly meetings
Attends weekly meeting with the OC and ECom business teams to review upcoming email campaigns for the week. As needed, will communicate to the call centers emails that are likely to drive contacts. If needed, ensures that agent documentation has been posted to support the campaigns
Manages all agent IDs for Arise agents and CSC and Snapfish IDs for the CCO agents. This includes additions, password resets, updates to access rights, and the removals for terminated agents
Attends the daily ECom Healthcheck meetings. Participates as needed to share information on a new issue.
Also monitors the meeting for new issues, marketing campaigns, upcoming releases and downtimes that have been communicated by ECom team members. Communicates this information to the call centers as needed.
Assists with operations reports in regards to weekly metrics and contact drivers within the call center. As needed, runs adhoc reports to determine the impact of issues that may affect contact volume, CSAT, service levels, etc.
Manages all chat activity for Walgreens.com. Managing both technology and operational requests associated with this channel. Builds, manages and optimizes the Customer Service Chat program, from both the call center perspective as well as the customer experience perspective. Manages relationships with all levels of the call center support team and the business to support RX and Care.
Builds, manages and optimizes the customer service email process, accounting for the contact center customer experience. Gathers insights from team member and employs best practices. Creates and reports operational goals and metrics to ensure performance excellence
Recommends and implements standards, innovative processes and best practices in the industry for the owned channel, to support the goals of the team and division. Creates and manages the operational goals and metrics associated with the online programs. Manages the reporting and revisions to the reports.
About Walgreens and WBA
Walgreens (www.walgreens.com) is included in the U.S. Retail Pharmacy and U.S. Healthcare segments of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader with a 170-year heritage of caring for communities. WBA’s purpose is to create more joyful lives through better health. Operating nearly 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving nearly 10 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, including those that drive equitable access to care for the nation’s medically underserved populations. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with fully integrated physical and digital platforms supported by the latest technology to deliver high-quality products and services in communities nationwide.
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
"An Equal Opportunity Employer, including disability/veterans".
Job ID: 1412059BR
Title: Analyst Sr Business Relations CCO
Company Indicator: Walgreens Boots Alliance
Employment Type:
Job Function: Retail
Full Store Address: 108 WILMOT ROAD,DEERFIELD,IL 60015
Full District Office Address: 108 WILMOT ROAD,DEERFIELD,IL,60015-05108-00001-Y
External Basic Qualifications:
Bachelor’s Degree and at least 1 year of web authoring and/or production experience in business-to-consumer or business-to-business environment OR High School Diploma / GED and at least 4 years web authoring and/or production experience in a business-to-consumer or business-to-business environment.
Experience analyzing reports to identify trends, issues and customer opportunities
Experience prioritizing simultaneous work streams.
Experience writing documentation for various audience levels within an organization.
Experience developing ways of accomplishing goals with little or no supervision, depending on oneself to complete objectives and determining when escalation of issues is necessary.
Willing to travel up to/at least 5% of the time for business purposes (within state and out of state).
Preferred Qualifications:
Experience with SalesForce
Experience with contact center operations and technology
Experience using consulting skills and developing client relationships.
Experience using analytical skills, tools and techniques to investigate information and to draw conclusions.
Experience with understanding of the systems and support for customers.
Experience working with virtual teams and various locations.
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