Analyst CS Performance Research
Walgreens
Posted Saturday, March 29, 2025
Posting ID: 1580022BR
Orlando, FL
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Job Summary
With an active role in Centralized Services 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
Founded in 1901, Walgreens (www.walgreens.com) has a storied heritage of caring for communities for generations and proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni-channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.
Walgreens is the flagship U.S. brand of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader. Its retail locations are a critical point of access and convenience in thousands of communities, with Walgreens pharmacists playing a greater role as part of the healthcare system and patients' care teams than ever before. Walgreens Specialty Pharmacy provides critical care and pharmacy services to millions of patients with rare disease states and complex, chronic conditions.
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 More Company information is available at www.walgreensbootsalliance.com
Basic Qualifications
With an active role in Centralized Services 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
Founded in 1901, Walgreens (www.walgreens.com) has a storied heritage of caring for communities for generations and proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni-channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.
Walgreens is the flagship U.S. brand of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader. Its retail locations are a critical point of access and convenience in thousands of communities, with Walgreens pharmacists playing a greater role as part of the healthcare system and patients' care teams than ever before. Walgreens Specialty Pharmacy provides critical care and pharmacy services to millions of patients with rare disease states and complex, chronic conditions.
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 More Company information is available at www.walgreensbootsalliance.com
- 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.
- LEAN Six Sigma certification
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.
- LEAN Six Sigma certification
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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