JOB SUMMARY

Responsible for analyzing their assigned LOB (line of business) agent systems and processes. Supports and improves processes for the agents and customers through training material, knowledge article management and recommending and supporting new customer and agent processes and features. Makes changes based on business needs, analytics and customer and agent feedback. Has relationships with all levels of the call center support team, and the eCom business. This position is the SME (subject matter expert).

Job Responsibilities

• Meets with business partners and SMEs to understand the goals and objectives throughout the stages of a project and prepare all necessary support materials. Acts as a subject matter expert with a full understanding of the designated business line of specialization.
• Anticipates future training needs and necessary updates to agent documentation based on upcoming walgreens.com promotions, email campaigns, weekly ads, regular website releases, and changes to agent tool functionality.
• Researches, writes and maintains the On-line Help, FAQ, Contact Us sections of Walgreens.com and Photo.walgreens.com. Makes changes based on business need, analytics and customer comments, using the Content Administration (BCC) system, Oracle/Right Now technologies or other CRM as needed.
• Updates SOPs, job aides or knowledge articles according to the LOB supported.
• Develops and maintains a collaborative relationship supporting cross functional CCO teams and processes for care agent success. This would include calibration sessions with the call center’s PR&A (Performance, Research & Analysis) team, Business process team, training and site operations.
• Reviews and takes action on agent feedback regarding knowledge-base documentation and procedures/tools/processes.
• Meets with internal business owners and SMEs to understand the goals and objectives throughout the stages of a project and prepare all necessary support materials for publication on the website, or updates to processes.
• Manages the material utilizing best practices and as of all available training methods including self paced or instructor lead for best results.
• Reviews .com search terms and survey data on a weekly basis, to determine the need to add new FAQs or additional content needs.
• Maintain continuity between customer help information and internal agent knowledge base information by fostering a collaborative relationship with the business process team.
• Acts as the moderator for the .com user forums. Monitors daily and posts answers as needed. Report on issues and escalate trends to the business owner. (customer complaints/system issues).

About Walgreens and WBA
Walgreens (www.walgreens.com) is included in the U.S. Retail Pharmacy and U.S. Healthcare segments of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader with a 170 year heritage of caring for communities. WBA’s purpose is to create more joyful lives through better health. Operating nearly 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving nearly 10 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services, including those that drive equitable access to care for the nation’s medically underserved populations. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with fully integrated physical and digital platforms supported by the latest technology to deliver high quality products and services in communities nationwide.
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.
“An Equal Opportunity Employer, including disability/veterans”.

BASIC QUALIFICATIONS

• Bachelor’s Degree OR High School Diploma/GED and at least 3 years of web authoring and/or production experience in a business-to-consumer or business-to-business environment.
• Experience developing and delivering training curriculum for various audience levels within an organization.
• Ability to elicit requirements from business owners through a variety of methods and to document requirements clearly and concisely for stakeholders. Experience working with compliance guidelines and SOPs.
• Acting as a SME and experience analyzing reports to identify trends, issues and customer opportunities.
• Experience analyzing reports to identify trends, issues and customer opportunities.
• Experience working simultaneous work streams.
• Outstanding written and verbal communication skills.
• Experience developing ways of accomplishing goals with little or no supervision, depending on oneself to complete objectives and determining when escalation of issues is necessary.
• Intermediate level skill in Microsoft Office 2003: Word (creating and modifying text styles, numbering and sorting lists, working with sections and columns, formatting tables, and using templates and using diagrams and drawing tools), Excel (formatting text and borders of cells, working with workbooks and worksheets, using range names, referencing cells, sorting, auto filtering basic formulas and pivot tables) and PowerPoint (creating presentations, adding and removing slides, entering and formatting text, applying design templates, modifying masters, inserting graphics and objects, creating handouts).

PREFERRED QUALIFICATIONS

• Bachelor’s Degree and at least 2 years of web authoring and/or production experience in business-to-consumer or business-to-business environment OR High School Diploma/GED and at least 5 years of web authoring and/or production experience in a business-to-consumer or business-to-business environment.
• Experience with SalesForce.
• Experience with contact center operations and technology.
• Knowledge of technical design processes and models.
• Experience using consulting skills and developing client relationships.
• Experience with web languages, such as HTML, JavaScript, XML, Flash and /or CSS.
• Experience with understanding of the systems and support for customers.
• Knowledge of processes to validate that the requirements have been met.

• Meets with business partners and SMEs to understand the goals and objectives throughout the stages of a project and prepare all necessary support materials. Acts as a subject matter expert with a full understanding of the designated business line of specialization.
• Anticipates future training needs and necessary updates to agent documentation based on upcoming walgreens.com promotions, email campaigns, weekly ads, regular website releases, and changes to agent tool functionality.
• Researches, writes and maintains the On-line Help, FAQ, Contact Us sections of Walgreens.com and Photo.walgreens.com. Makes changes based on business need, analytics and customer comments, using the Content Administration (BCC) system, Oracle/Right Now technologies or other CRM as needed.
• Updates SOPs, job aides or knowledge articles according to the LOB supported.
• Develops and maintains a collaborative relationship supporting cross functional CCO teams and processes for care agent success. This would include calibration sessions with the call center’s PR&A (Performance, Research & Analysis) team, Business process team, training and site operations.
• Reviews and takes action on agent feedback regarding knowledge-base documentation and procedures/tools/processes.
• Meets with internal business owners and SMEs to understand the goals and objectives throughout the stages of a project and prepare all necessary support materials for publication on the website, or updates to processes.
• Manages the material utilizing best practices and as of all available training methods including self paced or instructor lead for best results.
• Reviews .com search terms and survey data on a weekly basis, to determine the need to add new FAQs or additional content needs.
• Maintain continuity between customer help information and internal agent knowledge base information by fostering a collaborative relationship with the business process team.
• Acts as the moderator for the .com user forums. Monitors daily and posts answers as needed. Report on issues and escalate trends to the business owner. (customer complaints/system issues)