**Job Description:** **Job Summary** Responsible for acting as the front line leader for Centralized Services. 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 only the most 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 from Senior level roles. Serves as a resource for all representatives. Seeks guidance from Group Supervisor for the most complex and critical issues, questions, or problems. + Supervises daily activities of all team members for scheduled shift and provides feedback and coaching of team members according to quality standards. May intercede on communication with difficult customers or patients. Reports any necessary issues or concerns to Group Supervisor. + 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 interactions, records details, complaints, comments and action taken. Contacts customers to respond to escalated inquiries or to notify them of investigation results and planned adjustments. + Continues to look for ways to improve current processes with enhancements and ideas. + Monitors team member performance by observing employee demeanor, technical accuracy and conformity 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 to achieve necessary results. + 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. 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:** 1435104BR **Title:** Function Lead Centralized Services **Company Indicator:** Walgreens **Employment Type:** **Job Function:** Customer Contact Center **Full Store Address:** 87 TABONUCO ST,STE 301A,GUAYNABO,PR 00968 **Full District Office Address:** 87 TABONUCO ST,STE 301A,GUAYNABO,PR,00968-00000-01433-M **External Basic Qualifications:** + High school diploma/GED and at least 3 years of experience working in a Contact Center or Centralized Service setting or Bachelor’s Degree and at least 1 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 using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates. + Basic email skills, internet explorer (sending, receiving, and organizing communications). + Basic level skill in Microsoft Excel (for example: opening a workbook, inserting a row, selecting font style and size, formatting cells as currency, using copy, paste and save functions, aligning text, selecting cells, renaming a worksheet, inserting a column, selecting a chart style, inserting a worksheet, setting margins, selecting page orientation, using spell check and/or printing worksheets). + Basic level skill in Microsoft Word (for example: opening a document, cutting, pasting and aligning text, selecting font type and size, changing margins and column width, sorting, inserting bullets, pictures and dates, using find and replace, undo, spell check, track changes, review pane and/or print functions). **Preferred Qualifications:** + Bilingual in English and Spanish. + Licensed as a Pharmacy Technician by the state Board of Pharmacy or nationally recognized certification agency and PTCB Certified. **Shift:** **Store:**