Analyst Business Relations Cco

3 weeks ago

Deerfield, United States WALGREENS Full time

**Job Summary**

**Responsibilities**:

- 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.
- Maintain continuity between customer help information and internal agent knowledge base information by fostering a collaborative relationship with the business process team.

About Walgreens and WBA

"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.

**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.

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