**Job Description:** **Job Summary:** Responsible for acting as the front-line leader for Centralized Services pharmacy fulfillment center. 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 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. **Job Responsibilities:** + Resolves and/or provides technical advice on complex or critical issues that have been escalated fromSenior level roles. Serves as a resource for all representatives. Seeks guidance from Group Supervisor forthe most complex and critical issues, questions, or problems. + Supervises daily activates of all team members for scheduled shift and provides feedback and coachingof team members according to quality standards. Reports any necessary issues or concerns to GroupSupervisor. + Plans, prioritizes, organizes, and completes work to meet established objectives. + Monitors trends and notifies Group Supervisor of recurring or high priority issues. + Maintains records of customer and/or client interactions, records details, complaints, comments, andaction taken. Responds to escalated inquiries or to notify them of investigation results and plannedadjustments. + Continues to look for ways to improve current processes with enhancements and ideas. + Monitors team member performance by observing employee demeanor, technical accuracy, andconformity to company policies. Improves performance of the department by building team morale,motivating team members, and using constructive coaching. + Identifies areas where additional development is needed and makes recommendations on how toachieve necessary results. + Responsible for ensuring compliance with federal, state, and local laws, as well as company and facilitypolicies and procedures. Maintains standards of performance in accordance with policies andprocedures (e.g., HIPAA guidelines/regulations, insurance, and fraud abuse guidelines, requiredproductivity levels, timeliness expectations, etc.). **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:** 1500168BR **Title:** Function Lead, Northlake Fulfillment Center **Company Indicator:** Walgreens **Employment Type:** **Job Function:** Customer Contact Center **Full Store Address:** 4100 DALE EARNHARDT WAY,NORTHLAKE,TX 76262 **Full District Office Address:** 4100 DALE EARNHARDT WAY,NORTHLAKE,TX,76262-02091-01313-M **External Basic Qualifications:** + High school diploma/GED and at least two years of experience working in a pharmacy, retail OR fulfillment task-oriented environment. + Willing to obtain a Board of Pharmacy technician license within the state mandated timeline OR currently holds a Board of Pharmacy technician license. + Experience in identifying operational issues and recommending and implementing improvements to resolve problems. + Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction. + Must be fluent in reading, writing, and speaking English (except in Puerto Rico). + Basic level PC skills (for example: start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents and/or access information online). + Must have three months prior work experience with Walgreens with no written disciplinary action within the last 12 months. **Preferred Qualifications:** + Bi-lingual in English and Spanish. + Licensed as a Pharmacy Technician by the state Board of Pharmacy or nationally recognized certification agency and PTCB Certified. + Process improvement, Lean or Six Sigma experience in a logistics setting. + Experience in a facility that utilizes pharmacy dispensing technology. + Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates. + Experience building and maintaining relationships within a team. We will consider employment of qualified applicants with arrest and conviction records. **Shift:** **Store:**