Analyst Workforce Management


Job Summary

Responsible for Intraday Management processes. Ability to apply critical thinking skills and use decisive judgement to take appropriate actions with minimal supervision in a fast-paced environment. Proactively trend real time arrival patterns, identify anomalies and adjust accordingly. Manage service levels and prepare intra-day level forecast and staffing analysis based on KPIs. This candidate will possess the flexibility to work a rotating schedule including nights and weekends.

Job Responsibilities
  • Monitor and respond to Real Time Adherence (RTA), queue activity, and service levels
  • Analyze intraday and historical performance to respond/plan appropriately in order to achieve service level goals
  • Collaborate with internal customers to identify opportunities for improvement of resource utilization and to achieve service goals
  • Administer day to day exception processes;
  • Ad hoc reporting
  • Lead and maintain business continuity efforts through Disaster Recovery plan.
  • Complete administrative task as necessary

Walgreens, one of the nation's largest drugstore chains, is included in th e Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc., the first global pharmacy-led, health and wellbeing enterprise. More than 10 million customers interact with Walgreens each day in communities across America, using the most convenient, multichannel access to consumer goods and services and trusted, cost-effective pharmacy, health and wellness services and advice. Walgreens operates 8,175 drugstores with a presence in all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands. Walgreens omnichannel business includes Approximately 400 Walgreens stores offer Healthcare Clinic or other provider retail clinic services.

As the neighborhood drugstore and retailer, our goal is to make health and happiness simpler, easier and within reach. And we remain a trusted wellness provider offering convenient access to important health services, such as immunizations and an array of pharmacy services that can help patients improve their health. To our team members, Walgreens represents a unique opportunity to excel in their careers in a welcoming and inclusive environment. We offer the chance to work in a truly supportive environment, and be a part of a progressive organization dedicated to the well-being of our customers, team members and the communities we all call home.

Basic Qualifications
  • BS Degree and at least 2 years of experience in workforce administration or HS Diploma/GED and at least 5 years of experience in the 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.
  • Intermediate level skill in Microsoft Word (for example: inserting headers, page breaks, page numbers and tables and/or adjusting table columns).
  • Intermediate level skill in Microsoft Excel (for example: using SUM function, setting borders, setting column width, inserting charts, using text wrap, sorting, setting headers and footers and/or print scaling).
  • Intermediate level skill in Microsoft PowerPoint (for example: applying a theme, formatting character spacing, inserting a picture, changing slide layout and theme colors, adding transitions, customizing slide numbers, changing chart style and/or formatting font).