Analyst CS Performance Research
Walgreens NA

Job Summary

With an active role in Customer Care Operations continuous improvement processes, this person is responsible for:

• Identifying gaps that exist in the customer care centers in areas such as customer satisfaction, efficiency in call handling, process handling, customer behavior, etc.
• Define statistically valid sample necessary to fully understand current state
• Build data collection forms for use by specialists when conducting observations
• Complete data analysis based on observations and other relevant data to identify impact and root cause
• Make recommendations for improvement based on data analysis, including compiling formal recommendation with summary of data analysis
• Create and maintain PowerPoint summarizing initiative, data findings, and recommendations for presentation to senior leaders
• Measure post implementation improvement

Job Responsibilities

• Completes thorough analysis using multiple sources of data to identify root cause, impact of potential solutions, and measure success of improvements implemented.
• Actively participates in improvement events to brainstorm potential solutions, determine impact of potential solutions, and prioritize recommendations
• Utilizes exceptional understanding of products, processes, and procedures to gauge performance of individuals, groups, processes, systems, etc.
• Prepares and facilitates calibration to drive open dialog encouraging sharing of best practices and recommendations with end result being actionable guidance for all participants.
• Conducts targeted observations in an efficient manner while accurately capturing all necessary data points and descriptive data thru the use of the call recording platform, NICE Perform

An Equal Opportunity Employer, including disability/veterans

Walgreens (www.walgreens.com) is included in the Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), a global leader in retail and wholesale pharmacy. As America's most loved pharmacy, health and beauty company, Walgreens purpose is to champion the health and wellbeing of every community in America. Operating more than 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving approximately 8 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. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with platforms bringing together physical and digital, supported by the latest technology to deliver high-quality products and services in local 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".

External Basic Qualifications

• At least 1 year of call center experience.
• Bachelor's degree and at least 1 year experience in analytical role OR High School Diploma/GED and at least 3 years in analytical role
• Experience communicating both verbally (on phone, one-on-one, to groups) and in writing (emails, letters, reports, presentations) to various audiences (work group, team, company management, prospective acquisitions, external clients).
• Advanced level skill in Microsoft Excel including ability to create workbooks, change overall appearance of workbook, use common (SUM, COUNT, AVERAGE, IF) and advanced formulas (SUMIFS, LOOKUP, INDEX), use conditional formatting, create and work with Pivot Tables, and use Macro commands.
• Intermediate level skill in Microsoft Word including ability to create documents, format tables, embed Excel worksheets, run/ record simple macros, insert photo/shape/WordArt/clip art, apply watermarks, and apply / modify styles.
• Intermediate level skill in Microsoft PowerPoint including ability to create presentations with and without a template, modify format of template, specify timing, and assign/modify transitions.
• Experience using continuous improvement methodology including root cause analysis.
• Ability to think strategically when recommending solutions for process improvement.
• Basic skills in data and statistical analysis including determining sample size, measures for mean, range, standard deviation.
• Experience using time management and multi-tasking skills such as prioritizing, organizing, and tracking details of multiple projects with varying completion dates.
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
• Willing to travel up 5% of the time for business purposes
  within and out of state.

Preferred Qualifications

• Experience with speech recognition, voice biometrics, and speech synthesis software
• Responsible for collecting, summarizing data and providing analysis that will assist Pharmacy & Retail
• Provides more complex analysis of corresponding data to build business case for system and operational procedure changes, enhancements, development of functional specifications or interface opportunities with costs and or return on investment summarized
• Collaborates across Pharmacy & Retail Operations, IT, legal and regulatory, process improvement teams, and others, to develop operational solutions.
• Collaborates and synthesizes analysis for the implementation of automatic scoring (Genesys).
• Seeking a skilled data analyst with proficiency in Microsoft Power BI for creating insightful visualizations, analyzing complex datasets, and driving data-driven decision-making.

This job has expired.