Group Supervisor - Bilingual
Walgreens (Blanchester, Ohio)

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Responsible for providing leadership and managing the daily operations of a Diabetic Supply Support Center team.  The Group Operations Supervisor has the overall responsibility of providing leadership, in addition to coaching and counseling team members.  The Group Operations Supervisor is also to ensure team members maintain an acceptable level of performance in all aspects of their job.

                       

Duties: 

 

Under the guidance of the Group Operations Manager, the incumbent in this role is responsible for:

Establishing and ensuring adherence to professional standards and excellent customer service practicesCommunicates goals and expectations of customers to Medicare Part B Diabetic Support teamEstablishes and oversees the daily performance of the team; will be responsible for supervising the bilingual staff as well as non bilingual staffHandles escalated calls to ensure resolution of issuesParticipates in the hiring process as an interviewer or a final decision maker for staff needed to meet call volumesMonitors production volumeMonitors, evaluates and performs trend analysis of team performance (to include Quality Assurance, Statistical Performance and Schedule Adherence)Drafts and delivers corrective action and rewards/recognition to teamMaintains professional written, oral and in-person communication with all levels of employeesConducts performance reviews on a monthly, annual and as-needed basisProvides coaching, feedback, development and collaborative goal-setting for staff

Minimum Qualifications:

 

Must Possess:

Minimum 1 year experience in a call center environment and/or experience supervising multiple employeesDemonstrated leadership skills; oral, written communication and analytical skills at the leadership levelAbility to multitask in order to meet critical deadlinesAbility to identify needs and promote continuous improvementAbility to create, understand and execute policy and proceduresAbility to resolve customer and employee issues and conflictWorking knowledge of Microsoft Office application and other call center technology as neededMust be fluent in Spanish

Qualified candidates are encouraged to apply by forwarding your resume to oh.customercarejobs@walgreens.com