Organization: Walgreens
Location: Remote
Job ID: 1702137BR
Employment Type: Full-time, Salaried
Role Overview
Walgreens is seeking an experienced Supervisor Workforce Management Analyst to lead intraday workforce operations in its call center. This role provides strategic and operational leadership to a team of Intraday Specialists, ensuring service-level objectives are consistently achieved through real-time monitoring, data-driven adjustments, and effective workforce planning. The position plays a critical role in aligning staffing strategies with dynamic call volumes while supporting broader workforce administration and operational goals.
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Core Responsibilities and Strategic Focus
Workforce Leadership and Team Management
The supervisor oversees the daily operations of the Workforce Administration team and is responsible for recruiting, interviewing, hiring, onboarding, and training team members. In addition, the role includes ongoing coaching, performance evaluation, corrective action, and formal performance reviews to maintain high standards of accountability and productivity.
Intraday Workforce Optimization
This role leads intraday workforce management activities, monitored in half-hour increments, to ensure appropriate staffing levels are maintained throughout the day. The supervisor identifies demand peaks and capacity gaps, initiates real-time adjustments, and communicates deviations to leadership while ensuring adherence to established service level targets.
Scheduling, Adherence, and Compliance
The position oversees the development and management of employee master schedules and ensures the call center remains adequately staffed to meet service metric agreements. Responsibilities include monitoring schedule adherence, generating compliance reports, and delivering actionable insights to the management team to improve workforce efficiency.
Data Analysis, Forecasting, and Reporting
The supervisor analyzes trends and performance data to support accurate forecasting and capacity planning. Actual results are compared against forecasts on daily, weekly, monthly, and annual intervals. Based on these insights, the role provides recommendations for staffing plan adjustments and process improvements to enhance forecasting accuracy.
Systems and Tools Management
This role oversees the optimization of Genesys Workforce Management systems, including skill configuration and real-time monitoring through Genesys Pulse. Data integrity in the workforce management database is maintained to ensure accurate reporting, productivity tracking, and operational decision-making.
Operational Collaboration and Continuous Improvement
The supervisor establishes and leads regular operational review meetings with call center leadership, operations managers, and group supervisors. These sessions focus on intraday performance trends, forecast variance, off-phone activity, and adherence gaps. The role delivers precise analysis, presentations, and recommendations to support continuous improvement initiatives across call center operations.
About Walgreens
Founded in 1901, Walgreens serves nearly nine million customers and patients each day across approximately 8,500 locations in the United States and Puerto Rico. With a workforce of more than 220,000 team members, including healthcare service providers, Walgreens remains committed to delivering trusted pharmacy, retail, and health services while building healthier communities and futures.
Candidate Profile
Required Qualifications
Candidates must meet one of the following criteria:
- A Bachelor’s degree with at least five years of experience in workforce administration.
- A high school diploma or GED with at least eight years of experience in workforce administration.
Applicants must also demonstrate experience in verbal and written communication with diverse audiences, in internal and external customer service delivery, and in data analysis to identify trends and opportunities for performance improvement.
Technical and Professional Skills
- Intermediate proficiency in Microsoft Word, Excel, and PowerPoint.
- Proven ability to analyze operational data, generate reports, and present insights to leadership.
- Experience supporting service quality standards and customer satisfaction evaluation.
Preferred Qualifications
- Prior supervisory experience.
- Strong working knowledge of Genesys Workforce Management and Genesys Pulse.
- Advanced expertise in intraday management and real-time operational decision making.
- Demonstrated leadership, analytical thinking, and communication skills.
- Experience within call center operations and workforce planning environments.
Compensation and Benefits
This is a salaried position. Compensation is based on experience, seniority, geographic location, and other legally permitted factors.
Salary Range:
- $64,800 to $165,800 annually
- Alternate posted range: $86,400 to $138,200 annually
Walgreens offers a comprehensive benefits package. Detailed benefits information is available on the Walgreens careers website.
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Application Process
Interested candidates should apply through the official Walgreens careers portal. The application process includes submitting an online application and may involve additional assessments or interviews as determined by Walgreens. Qualified applicants with arrest and conviction records will be considered in accordance with applicable laws.
Equal Opportunity Statement
Walgreens is an equal opportunity employer and is committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without unlawful discrimination.