Contact Center Specialist, H&W Pharmacy Non Store Operations

Position Summary...

What you'll do...

Walmart Specialty Pharmacy is a one-off business unit within Walmart; specialized in the delivery of low/limited distributed pharmaceuticals to patients throughout the United States and Puerto Rico. Unlike a traditional or retail pharmacy, Specialty Pharmacy manages and distributes life sustaining medicines to patients with extremely challenging illnesses. We are predominately a patient contact center, but also operate a fully functional pharmacy with an entire team of pharmacy professionals. While we are not patient facing, we are fully engaged with our customers, patients, and medical practitioners throughout the country.

We are hiring a full-time 1st shift Contact Center Specialist for our Specialty Pharmacy department in Orlando, Florida. This position is not remote and requires working onsite. The work schedule will be Monday through Friday between the hours of 08:00 - 17:00 or 09:00 - 18:00. An individual in this position will be expected to perform additional job-related responsibilities and duties as assigned and/or necessary.

Minimum Qualifications:

2 years experience in retail, contact center operations or related areas OR

1+ years supervisory experience OR

Bachelor's degree in Business, Psychology, Counselling, Communications or a related field.

Responsibilities and Duties:

Conduct thorough and objective evaluations of customer service interactions via phone calls.

Assess agent performance based on predefined criteria, such as adherence to scripts, professionalism, empathy, accuracy, and resolution skills.

Monitor and evaluate call handling techniques, ensuring compliance with company policies, procedures, and industry regulations.

Provide timely and constructive feedback to pharmacy associates to enhance their skills and improve overall performance.

Collaborate with area coaches and managers to identify training and coaching opportunities for agents based on evaluation outcomes.

Maintain accurate records and documentation of evaluation results for reporting and analysis purposes.

Conduct trending analysis to contribute to the continuous improvement of our customer service operations.

Participate in calibration sessions to ensure consistency and fairness in evaluation processes.

Benefits & Perks: Beyond competitive pay, you can receive incentive awards for your performance and much more:

Multiple health plan options, including vision & dental plans for you & dependents

Free Membership and discounts in fresh produce

Financial benefits including 401(k), stock purchase plans, life insurance and more

Paid education assistance with college degrees through our Live Better U program

Parental Leave

Pay during military service

Paid time off - to include vacation, sick leave and parental leave

Short-term and long-term disability for when you can't work because of injury, illness, or childbirth.

Equal Opportunity Employer - Walmart, Inc. is an Equal Opportunity Employer - By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions - while being inclusive of all people.

Who We Are:

Join Walmart and your work could help over 275 million global customers live better every week. Yes, we are the Fortune #1 company. But you'll quickly find we're a company who wants you to feel comfortable bringing your whole self to work. A career at Walmart is where the world's most complex challenges meet a kinder way of life. Our mission spreads far beyond the walls of our stores. Join us and you'll discover why we are a world leader in diversity and inclusion, sustainability, and community involvement. From day one, you'll be empowered and equipped to do the best work of your life.

At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.

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You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.

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For information about PTO, see https://one.walmart.com/notices .

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Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.

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Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.

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For information about benefits and eligibility, see One.Walmart .

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The hourly wage range for this position is $15.63-$26.68*

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*The actual hourly rate will equal or exceed the required minimum wage applicable to the job location.

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Additional compensation includes annual or quarterly performance bonuses.

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Additional compensation for certain positions may also include:

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Regional Pay Zone (RPZ) (based on location)

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Sales Volume Category (SVC) (based on facility sales volume)

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Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

2 years' experience in retail, contact center operations, or a related area.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Bachelor's degree in Business, Psychology, Counselling, Communications or a related field., Supervisory experience

Primary Location...

2354 Commerce Park Dr, Orlando, FL 32819-8601, United States of America

Walmart, Inc. is an Equal Opportunity Employer- By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity- unique styles, experiences, identities, abilities, ideas and opinions- while being inclusive of all people.