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Job Description:

Job Summary:

This role is an advanced position requiring 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 short range forecasting as a key member of Contact Center (WFM team).

Job Responsibility:

+ 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 productivity levels, short term staffing needs, understanding of interaction routing, revenue earnings, and departmental expenses. Interprets results to point out significant differences in relationships among sources of information and prepares conclusions, recommendations, reporting and forecast adjustments based on data.

+ Responsible for the creation of short term forecasts as directed by the WFM Manager. Partners across WFM functional areas to understand, develop, maintain, and optimize solutions and ensure changes are properly captured in all WFM aspects.

+ Offers 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 functions.

+ Point of Contact for related forecasting requests.

+ Utilizes workforce management software and all other Contact management tools to effectively analyze and forecast staffing needs and requirements to ensure optimum productivity.

+ 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 forecasting related updates including but not limited to, model adjustments, short range plan changes, capacity and staffing needs internally and externally (Training, Ops, Recruiting).

About Walgreens

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.

**Job ID:** 1613445BR

**Title:** Workforce Management Forecaster

**Company Indicator:** Walgreens

Employment Type:

**Job Function:** Customer Contact Center

**Full Store Address:** 108 WILMOT ROAD,DEERFIELD,IL 60015

**Full District Office Address:** 108 WILMOT ROAD,DEERFIELD,IL,60015-05108-00001-Y

External Basic Qualifications:

+ BA/BS OR High School/GED experience in contact center or workforce administration and at least 3 years of experience in contact center experience or workforce administration.

+ 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 (Excel, Word, PowerPoint).

+ Willing to travel up to/at least 10% of the time for business purposes (within state and out of state).

**Preferred Qualifications:** We will consider employment of qualified applicants with arrest and conviction records.

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