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Position Summary We are seeking a detail-oriented and experienced Call Center Supervisor to oversee a team of Intake and Outbound Representatives handling sensitive high-volume claimant interactions. The Supervisor will be responsible for ensuring quality compliance team performance and client satisfaction while supporting daily operations and coaching a team of 1015 agents. Key Responsibilities Team Management & Daily Operations * Supervise schedule and support a team of 1015 Call Center Representatives. * Monitor call queues response times and service level metrics in real time. * Ensure appropriate coverage during high-volume spikes or time-sensitive campaigns. * Serve as the first point of escalation for challenging or sensitive calls. Performance Management * Track and review agent productivity attendance and call metrics. * Provide coaching feedback and recognition to team members. * Assist with onboarding and training reinforcement for new hires. Process & Workflow Oversight * Enforce consistent use of scripts intake protocols and CRM documentation standards. * Recommend improvements to workflows escalation processes and call handling. Cross-Department Collaboration * Communicate campaign-specific updates process changes or urgent instructions across teams. * Partner with leadership and technical support to resolve operational issues. Required Qualifications * 13 years of experience in a call center supervisory role. * Experience in high-volume compliance-driven environments strongly preferred. * Strong understanding of call center KPIs and performance metrics. * Excellent communication coaching and problem-solving skills. * Familiarity with call center systems such as dialers CRMs and e-signature platforms. * Bilingual (Spanish) skills are a plus. Required Experience: Manager Key Skills Children Activity,Feed,ASP.NET,Corporate Strategy,Health And Safety Management Employment Type : Full Time Experience: years Vacancy: 1

Collaborate with marketing, HR, training, and supply chain teams to support local store initiatives and roll out corporate programs effectively at the store level.

This information is being provided to promote pay transparency and equal employment opportunities at Walgreens. Participates in company and on-the-job training to improve skills and productivity and attends training requested by District Management and corporate, including Walgreens School of Operat