Call Center Manager

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries.
JOB DESCRIPTION:
ABOUT ABBOTT DIAGNOSTICS:
The key to successful treatment and full recovery is often fast, accurate diagnosis. Abbott's life-changing tests and diagnostic tools provide insights that enable smarter, faster decisions and transform the way the world is managing health.
Our pioneering technology spans the world of healthcare operations - with medical diagnostic instruments, tests, automation and informatics solutions for hospitals, reference labs, blood centers, emergency departments, physician offices and clinics.
Our location in Lake Forest, IL currently has an opportunity for a Section Manager Customer Service .
This position manages a multi-functional organization to deliver superior customer service to US customers of Abbott Diagnostic Division (ADD), Abbott Point of Care (APOC), and ADC. This position is responsible for the planning, implementation, and direction of all customer service and support activities. The primary goal of this position is to support customer satisfaction and business performance goals including sales and margin.
WHAT YOU'LL DO

• A key responsibility of this position is to support and maintain the professional development of employees to increase productivity.
• Responsible for Leadership, Supervision, development, assessment, and effective utilization of the professional customer service advocates.
• Coaches, mentors, and trains advocates.
• Monitor key performance indicators, perform root cause analysis, and implement corrective action plans.
• Ensure compliance related to regulatory, financial, and other areas. -Key contact for internal and external order related audits.
• Develop and implement information flow across organizations.
• Design and implement processes for moving product through order processing and distribution.
• Identify, design, and execute training for new and changed processes and new employees.
• Provide on-call support as needed.
• Provide day to day advocate guidance and escalation for frontline customer issues.
• Design and implement improvement initiatives.
• Responsible for implementing and maintaining the effectiveness of the quality system.
• This position has responsibility for recruiting, hiring, motivating, setting performance standards, monitoring performance, coaching, counseling, and training employees.
• Responsible for maintaining an effective organization and communications network that can respond to the needs of customers, as well as providing an immediate solution to daily problems.
• Provides operational support of the ADD Order Support Contact Center by monitoring daily operations, maintaining OEC compliance, taking actions to respond to daily service level delivery issues, planning for resources needed to meet future demands, and trending and tracking of key statistics to support achievement of departmental and divisional goals.
• Writes and conducts performance reviews.
• Identifies and recommends systems changes to manage product flow.
• Conducts remote and desk side observations of agents.
• Coaches' agents for on-going development, enhancement of core competencies, effective use of resources.
• Identify and provide coaching, mentoring, and training as needed for frontline advocates.
• Identify opportunities for improvements, not just in our agents, but also in our customer service delivery strategy, processes, training, reference materials, systems, measurements, coaching, and policies.
• Review workflow processes and recommend improvements.
• Communicates performance and behavioral expectations.
• Reinforces desired behaviors through leading by example, feedback, and creating an environment conducive to agent performance.
• Identifies root causes, process and service gaps, roadblocks to quality customer service, opportunities for process and agent performance.
• Impact costs by minimizing expenses while maintaining best in class customer experience.
• Interacts with systems personnel as needed to develop and change systems requirements to match current business needs.
• This position is responsible for supervising frontline personnel.

Financial:

• Accountable for actions that have a direct impact on US Plan sales by leading initiatives that affect the bottom line and developing and maintaining strong relationships with customers which is vital to the organization's success.
• Manage budget.

Quality/ Compliance:

• Ensure effective implementation of Quality System and regulatory practices across their group to achieve divisional and FDA compliance, work with Quality groups to establish and improve quality policies and procedures, ensures that employees are trained and follow established policies and procedures, ensures OEC compliance with transactions of goods and services.
• Decision making, Makes timely technical, operational, and business decisions with high risk or consequences to the business.
• Example: One national or key account can represent $5-20MM in annual sales.
• Example: Lack of adherence to quality / regulatory system requirements can result in FDA regulatory action, with high level monetary or other severe consequences negatively impacting the entire business.

Customer Relationships:

• Cultivates relationships with external customers and ADD personnel (direct reports and associated field team) who have direct contact with external customers.
• Has direct impact and influence affecting customer relationships across multiple US market segments (hospital labs, reference labs, blood banks, physician offices), including high profile and influential accounts.
• Accountable for providing a level of service that is perceived by our customers to be the best in the industry.
• Design and execute training across organizations and divisions as needed.
• Interact directly with all levels of the organization, up to and including Corporate Officers and the FDA.
• First level decision rights for escalated customer issues and frontline response, including consideration of financial implications.
• Align goals to department success factors, understand the business strategy of the organization.

EDUCATION AND EXPERIENCE YOU'LL BRING
Required

• Bachelor's degree
• Customer service experience highly desirable. This level of education/experience is necessary to effectively manage a cross-functional customer service organization supporting a wide range of customers, product platforms and business processes, within a highly regulated environment.
• Knowledge of regulations and standards affecting IVDs and Biologics.
• Call center expertise and a good understanding of operating systems is very important to this position to improve service and maximize productivity.
• Background in business analysis with direct customer contact experience is desired.
• Knowledge and experience in managing operations impacted by Quality Systems, cGMP requirements, and a high level of FDA and third-party scrutiny is desired.
• Strong analytical, communication, and project management skills are essential and the ability to interact effectively at all levels of management and with customers inside and outside of Abbott.

Preferred:

• Working knowledge of systems applications including SAP, Microsoft Office, and Call Center ACD preferred.

WHAT WE OFFER
At Abbott, you can have a good job that can grow into a great career. We offer:

• Training and career development, with onboarding programs for new employees and tuition assistance
• Financial security through competitive compensation, incentives, and retirement plans
• Health care and well-being programs including medical, dental, vision, wellness, and occupational health programs
• Paid time off
• 401(k) retirement savings with a generous company match
• The stability of a company with a record of strong financial performance and history of being actively involved in local communities

Learn more about our benefits that add real value to your life to help you live fully: www.abbottbenefits.com
Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at www.abbott.com, on LinkedIn at www.linkedin.com/company/abbott-/, on Facebook at http://www.facebook.com/Abbott and on Twitter @AbbottNews.
The base pay for this position is
$90,700.00 - $181,300.00
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:
Customer Service
DIVISION:
HIAC Core Lab
LOCATION:
United States > Lake Forest : CP01
ADDITIONAL LOCATIONS:
WORK SHIFT:
Standard
TRAVEL:
Yes, 5 % of the Time
MEDICAL SURVEILLANCE:
Not Applicable
SIGNIFICANT WORK ACTIVITIES:
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)
Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.
EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf
EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf