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Sr. Manager, Contact Center Platform

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Walgreens

Orlando, FL, US

5 days ago
full-time
No degree mentioned

Job highlights

Responsibility

Provides leadership to optimize and implement solutions that enables omnichannel customer experience within Walgreens call centers. Responsible for program delivery and day-to-day operations which may include but not limited to planning, leading, organizing and motivating their team to improve technology delivery, intake consistency, and increase alignment. Tracks key KPIs and drives ongoing performance improvement. Champions the team member experience and platform capabilities across the enterprise, creating partnerships with other lines of business and delivery teams to deliver solutions. In collaboration with technology team and business support teams, contributes to the general business planning regarding technology and systems required to maintain Walgreens operations and competitiveness. Responsible for the development and delivery of key strategic programs including implementation of Contact Center Platform strategy and partners with IT in modernization through cloud. Provides oversight to team managing multiple projects for assigned areas, develops roadmap, manages, and motivates team members towards the goal setting, and ensure formality as a standard process. Defines platform strategy and technology roadmap for enterprise-grade customer service experience including components such as voice platform for IVR, language technology automation across channels, CTI / queuing and routing, and CRM. Serves as escalation point for major Incident and triage activities related to Contact Center technologies. Develops, mentors, trains, and supports team members and ensures they fulfill their day-to-day operations per established standard operating procedures. Partners with technology and business support teams, interfacing with product teams, project teams, vendors, and across functional areas to implement strategies and ensure offerings are defined to maximize profitability. Evaluates and adjusts strategies to respond to competition. Ensures customer needs and requirements are represented. Leads user-centered design and continuous improvement efforts to define, design and deliver large scale omni-channel customer service experience. Conducts discovery and context gathering exercises. Continuously evaluates best practices, methodology and tools and seeks to improve deliverables to maintain alignment with business needs. Defines and promotes user-centered design best practices across all lines of business. Partners and works with internal stakeholders to generate business justification for customer service experience initiatives and necessary platform investment. Manages vendor relationships (such as Genesys, Salesforce, Microsoft) on behalf of the enterprise to deliver solutions in a cost-effective manner. Plans, develops, and manages large departmental expense and capital budgets

Benefits

  • 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
  • Health Insurance

Job Description

Description

Job Summary Provides leadership to optimize and implement solutions that enables omnichannel customer experience within Walgreens call centers. Responsible for program delivery and day-to-day operations which may include but not limited to planning, leading, organizing and motivating their team to improve technology delivery, intake consistency, and increase alignment. Tracks key KPIs and drives ongoing performance improvement. Champions the team member experience and platform capabilities across the enterprise, creating partnerships with other lines of business and delivery teams to deliver solutions. In collaboration with technology team and business support teams, contributes to the general business planning regarding technology and systems required to maintain Walgreens operations and competitiveness. Job Responsibilities • Responsible for the development and delivery of key strategic programs including implementation of Contact Center Platform strategy and partners with IT in modernization through cloud. • Provides oversight to team managing multiple projects for assigned areas, develops roadmap, manages, and motivates team members towards the goal setting, and ensure formality as a standard process. • Defines platform strategy and technology roadmap for enterprise-grade customer service experience including components such as voice platform for IVR, language technology automation across channels, CTI / queuing and routing, and CRM. • Serves as escalation point for major Incident and triage activities related to Contact Center technologies. • Develops, mentors, trains, and supports team members and ensures they fulfill their day-to-day operations per established standard operating procedures. • Partners with technology and business support teams, interfacing with product teams, project teams, vendors, and across functional areas to implement strategies and ensure offerings are defined to maximize profitability. Evaluates and adjusts strategies to respond to competition. Ensures customer needs and requirements are represented. • Leads user-centered design and continuous improvement efforts to define, design and deliver large scale omni-channel customer service experience. Conducts discovery and context gathering exercises. • Continuously evaluates best practices, methodology and tools and seeks to improve deliverables to maintain alignment with business needs. Defines and promotes user-centered design best practices across all lines of business. • Partners and works with internal stakeholders to generate business justification for customer service experience initiatives and necessary platform investment. • Manages vendor relationships (such as Genesys, Salesforce, Microsoft) on behalf of the enterprise to deliver solutions in a cost-effective manner. • Plans, develops, and manages large departmental expense and capital budgets. 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'.