Manager Business Relations Centralized Services

WALGREENS - Deerfield, IL3.6

Full-timeEstimated: $72,000 - $96,000 a year
Job Summary
Primary liaison from Centralized Services to assigned internal or external line(s) of business (LOB). Responsible for intake of new LOB or new projects for existing LOB. Collaborates with all areas of Centralized Services to deliver our best work and ensure success of assigned LOB including Operations, Training, Reporting, Work Force, and Performance Analysis. Maintains alignment and responsible for continuous improvement of assigned LOB based on feedback from business partners, internal stakeholders, observed opportunities, or data analysis. Responsible for managing a team of support staff including, but not limited to: analysts and specialists. Responsible for maintaining a working knowledge of centralized services technology such as IEX, Avaya, SalesForce, and others as they relate to assigned LOB. Responsible for effectively communicating details of assigned LOB to a variety of stakeholders including Finance and Operations.

Job Responsibilities
Partners with senior leadership to identify, recommend and prioritize opportunities, including data driven process improvements for agents, team member and customers. All with the end goals of improving the customer experience, increasing revenue or driving down cost.
Proactively communicate with leadership, internal stakeholders, and external partners to to provide input to the non-clinical business relations strategy, roadmap and changes.
Builds and maintains relationships with business partners (internal and external) and works with them collaboratively to implement innovative solutions that align to Centralized Services strategic goals and are within established budget and timeline.
Develops and mentors staff through on-boarding, open communication, training and development opportunities and performance management processes; builds and maintains employee morale and motivation; ensures the team is appropriately staffed with required competencies; fosters a diverse and inclusive workplace. Oversees work quality, ensuring continued development, and providing continuous communication and feedback. Ensures all work produced is in accordance with division procedures, and meets all legal and quality requirements.
Collaborates cross-functionally with teams across Walgreens including Ecommerce/Digital, Merchandising, Product Management, QA, IT, and Marketing, to improve processes and customer satisfaction to achieve overall Division goals. Builds on the Centralized Services strategy for customer services and contributes to the overall cost reduction of customer service and execution of goals.
Partners with Centralized Services leaders and team members to monitor, measure and report on key areas of responsibility to key business stakeholders and proactively identify areas for improvement.
Proactively identify and recommend opportunities to enhance processes and procedures critical to achieving high customer satisfaction. Works with business owners on implementation of new features, procedures, and process changes. Uses insights to implement solutions for increased efficiencies by reviewing trends and service levels.
Walgreens, one of the nation's largest drugstore chains, is included in the Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc., the first global pharmacy-led, health and wellbeing enterprise. More than 10 million customers interact with Walgreens each day in communities across America, using the most convenient, multichannel access to consumer goods and services and trusted, cost-effective pharmacy, health and wellness services and advice. Walgreens operates 8,175 drugstores with a presence in all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands. Walgreens omnichannel business includes Approximately 400 Walgreens stores offer Healthcare Clinic or other provider retail clinic services.

As the neighborhood drugstore and retailer, our goal is to make health and happiness simpler, easier and within reach. And we remain a trusted wellness provider offering convenient access to important health services, such as immunizations and an array of pharmacy services that can help patients improve their health. To our team members, Walgreens represents a unique opportunity to excel in their careers in a welcoming and inclusive environment. We offer the chance to work in a truly supportive environment, and be a part of a progressive organization dedicated to the well-being of our customers, team members and the communities we all call home.

Basic Qualifications
Bachelors’ Degree and at least two years of experience in a customer contact center OR a High School Diploma/GED and at least five years of experience in a customer contact center.
Experience with project management including planning and organizing resources to bring about the successful completion of specific project goals and objectives.
Experience establishing and maintaining relationships with individuals at all levels of the organization, in the business community and with 3rd party vendors.
Experience developing goals which align with business goals and budget.
Experience analyzing reports to identify trends, issues and customer opportunities.
Experience prioritizing/managing simultaneous work streams.
Outstanding written and verbal communication skills.
Experience in managing, coaching, mentoring, and training staff.
Intermediate level skill in Microsoft Office 2016: Word (creating and modifying text styles, numbering and sorting lists, working with sections and columns, formatting tables, and using templates and using diagrams and drawing tools), Excel (formatting text and borders of cells, working with workbooks and worksheets, using range names, referencing cells, sorting, auto filtering basic formulas and pivot tables) and PowerPoint (creating presentations, adding and removing slides, entering and formatting text, applying design templates, modifying masters, inserting graphics and objects, creating handouts).
At least one year of experience directly managing people, including hiring, developing, motivating, and directing people as they work.
At least two years of experience indirectly managing teams in a matrixed environment, managing external resources, and/or developing, motivating, and directing people as they work.

Preferred Qualifications
Experience with SalesForce.
Experience in the eCommerce or retail space.
Experience with contact center operations and technology.
Experience using analytical skills, tools and techniques to investigate information and to draw conclusions.
Experience using consulting skills and developing client relationships.
Experience building a business case and/or performing cost/benefit analysis.
Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.