Workforce Management System Administrator

Job Summary

Responsible for in-depth use of the Workforce Management System functionality to aid in the overall improvement of efficiency within our contact center teams. Position is responsible for maintaining WFM Software, administer the system database and provide a point of contact between Walgreens and Vendor.

Job Responsibilities

• Contributes and takes responsibility for planning and execution across all supported lines of businesses and channels with the ability to identify and effectively communicate near-term trends and plans to internal and external customers with the goal of balancing cost vs service.
• Conducts analysis of call center management information and operational challenges, including but not limited to WFM Optimization Software and databases, and understanding of interaction routing.
• Responsible for the creation of Line of Business Models in Optimization Software. Partners with vendors and IT department for troubleshooting of system issues. Ability to partner across WFM functional areas to understand, develop, maintain, and optimize solutions and ensure changes are properly captured in all WFM aspects.
• Participates in process improvements in order to eliminate manual processes and focus on consistent quality and efficiency.
• Participates in meetings where appropriate with Sr. Leadership, Clients (Finance/Business Partners) and Operations to ensure accurate lever assumptions are captured, and/or to review short-term strategies across platforms.
• Point of Contact for related workforce technology resources, routing, forecasting, scheduling and/or Intra-day activities and requests.
• Utilizes workforce management software and all other Contact management tools. Maintains databases that support of supplement WFM operational needs to ensure optimum productivity. Keeps abreast of emerging contact center management technologies and operating practices.
• Works directly with Call Center management to ensure goals are met through intra-day management of shifts, skills, and changes to plan. Acts as tier 1 triage for most contact center related technologies. Provides access point for problem escalation and reports to tier 2, follow-up, and ensures resolution for issues.
• Escalates any service level impacting challenges to appropriate parties upon learning of the issue and participate in and communicate resolution strategy.
• Participates in project meetings.
• Provides timely and accurate system issue related updates that impact agent or system performance.

About Walgreens

Founded in 1901, Walgreens ( proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

Basic Qualifications

• Bachelor’s degree or High School Diploma/GED and at least 3 years of experience in workforce administration or relevant experience.

• Experience communicating both verbally (on phone, one-on-one) and in writing (emails) to various audiences.
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
• Experience with analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
• Intermediate level skill in Microsoft Suite (MS Word, MS Excel and MS Powerpoint).

Preferred Qualifications
We will consider employment of qualified applicants with arrest and conviction records.
Salary Range: $56800 - $91100 / Salaried