Full-time 2nd Shift Team Lead, Contact Center Non-Store Operations

Position Summary...

What you'll do...

We are hiring for a full-time 2nd shift Team Lead, Contact Center position working Monday through Friday from 10am-7pm in our Specialty Pharmacy department in Orlando, Florida. An individual in this position will be expected to perform additional job-related responsibilities and duties as assigned and/or necessary.

Walmart Specialty Pharmacy is a one-off business unit within Walmart; specialized in the delivery of low/limited distributed pharmaceuticals to patients throughout the United States and Puerto Rico.  Unlike a traditional or retail pharmacy, Specialty Pharmacy manages and distributes life sustaining medicines to patients with extremely challenging illnesses.  We are predominately a patient contact center but also operate a fully functional pharmacy with an entire team of pharmacy professionals.  While we are not patient facing, we are fully engaged with our customers, patients, and medical practitioners throughout the country.

Essential Functions

An individual must be able to successfully perform the essential functions of this position with or without a reasonable accommodation.

• Principles and techniques of customer communication. Application and allocation of business communication styles/techniques. Knowledge of communication etiquettes through different interaction channels. Listens closely to customers, understands, paraphrases, and prioritizes customer needs, and provides appropriate solutions. Adapts listening and facilitation styles to customer communication styles. Manages customer and associate needs and advocates for their experiences. Uses various communication mediums appropriately and effectively. Analyzes customer issues to understand customer perspectives and communicates accordingly. Confirms customer understanding by restating customer concerns or problem statements.

• Completes work assignments and priorities by using policies, data, and resources; collaborating with managers, co-workers, customers, and other business partners; identifying priorities, deadlines, and expectations; carrying out tasks; communicating progress and information; determining and recommending ways to address improvement opportunities; and adapting to and learning from change, difficulties, and feedback.

• Day-to-day activities performed in customer care service operations. Ticketing system and other tools used to handle customer requests. Escalation matrices. Customer request process lifecycle. Manages contact center operations and supports new initiatives. Interprets standard reports (for example, call trends, assignment and tracking reports), tracks key performance metrics, analyzes and interprets overall service levels, performance reports, and metrics, and makes necessary adjustments. Oversees the effective implementation of daily staffing plans and scheduling adherence for the shift in partnership with workflows. Oversees site management in lean staffing periods (for example, weekend coverage) and resources for overtime requirements. Escalate systemic issues through available channels (for example, Gemba, Leadership, JIRA).

• Complies with company policies, procedures, and standards of ethics and integrity by implementing related action plans; using the Open Door Policy; and applying these in executing business processes and practices.

• Problem-solving methodologies and tools and the application of those methodologies and tools (identify, map, break down, hypothesize, understand implications). Business requirements, insights, and solutions. Precedence and use cases and the application of use cases by leveraging reproductive thinking and idea generation. Barriers to effective problem-solving (for example, confirmation biases, mental sets, functional fixedness