Manager, Customer Relations Training Projects And Analytics

Customer Service embraces the responsibility of making a remarkable impact on people's lives through best-in-class service levels and efficient business training delivery and learning management.  This is driven by our compassion for people, commitment to innovation and inclusion, service to the community, and uncompromising integrity at the heart of everything we do.  

This role is responsible for five direct reports and four indirect reports for Training Specialists, Project Coordinator, and Analytics.

This role drives Customer Operations supply chain initiatives with inter-company stakeholders, 3PL vendors, and OTC business leadership. The Training Projects and Analytics Manager is responsible for oversight of the project lifecycle and for ensuring successful implementation of stated objectives/timeline. Other functions of the role include facilitating change management and process development to drive continuous improvement.

This role oversees the training operations functions aligning training needs to business and regulatory requirements. Establish and maintain a comprehensive curriculum development program for the Customer Service call center, Support Services and BPO affiliates to include trainer responsibilities, On the Job Training program, and a structured course alignment process to achieve learning outcomes. Develops and deploys consistent methodologies for course development and delivery, as well as training program evaluation/effectiveness measurements.  Manages administration of training data in AbbVie Learning Management System to ensure readiness and compliance for QMR02 policies and procedures.

This role is responsible for oversight of the Project Coordinator to create functional requirement specifications, develop and execute test scripts while ensuring clear communication between customer service and various IT groups to ensure system changes/implementations are effective and all deliverables are met for implementation plans. Errors or failures to achieve expected results may result in loss of dollars/and or customer satisfaction.

Responsible for collaboration of AbbVie SharePoint, KANA Agent and BizzMine system support teams and day to day operations including metrics, reporting, and task assignment scheduling. 

This role is responsible for managing the monthly Customer Service KPI, Metrics, Product Availability Report and ad-hoc reporting requirements. Monitor and evaluate actual monthly performance results to Customer Operations leadership and presenting in the global business review process.

This role is also responsible for New Product Introduction for Customer Service to ensure product launch readiness through collaboration with internal partners and ensuring comprehensive training delivery to Customer Service Operations.

Major Responsibilities:

Responsible for compliance with applicable Corporate and Divisional policies and procedures.

Execute Fill a Job and partner with Talent Acquisition through the hire process, review resumes, interviews, and recommendation for candidate selection.

Execute employee performance reviews, recommendations for merit, goal planning/measurement. Provide management with employee performance results, performance improvement plan, coaching and career path opportunities.

Knowledge of interface systems including LuproLink, Returns Vendor daily data file, OneVault, Kronos, and Workday.

Knowledge of SAP Global Target Operating Model, U.S. variant processes, EDI issue resolution, DSP, SAP table management processes, Quality system documentation processes.

Responsible for ensuring a properly staffed and fully trained team meets SLA expectations within 24-hour turnaround time, escalating audit and/or time sensitive requests to management.

Assess training program needs for the Customer Service Call Center including course development, delivery and training effectiveness. Responsible for writing business specific training programs (objectives, facilitator outlines, handouts, job aids, tests/assessments, etc) and initiating employee cross training programs to ensure quality customer service.

Develop, implement, and facilitate department wide training in adherence to QMR02 policies and procedures. Responsible for tracking the effectiveness of the training programs. Must implement and monitor controls to ensure that trainees meet all training requirements.

Strategic development and administration of training curriculum for each job code managed by the CS Training Team within the Learning Management System.

This role is responsible for managing the Customer Service KANA Agent team consisting of customer service representatives and two On-the-job trainers.

Oversight of Project Coordinator to ensure Projects and CIR deliverables are met according to established objectives and timelines, including the Change Impact Request (CIR), tracking and status/reporting and collaboration with internal teams to ensure full implementation.

Oversight of monthly On Time Training Metrics using ComplianceWire reporting.

Identify and initiate process metric results to upper-level management.

#LI-AP1

•          Knowledge of current Good Manufacturing Practices (cGMP), Food and Drug Administration (FDA) experience

           Regulatory pharmaceutical marketing and manufacturing principles, practices, and their application preferred

           Proficient in relevant such as software, Advanced Microsoft Office, SAP, SharePoint, ComplianceWire, OneVault

           Ability to interact with all levels of management to foster collaborative relationships

           Proactively engage stakeholders in policy and procedure changes for training delivery programs

           Retain and apply business knowledge to be resourceful for efficiency aligned with operating procedures

           BS/BA degree in related fields (Training is preferred) to ensure that the Manager has an extended understanding of Pharma business activities. 

           5 years of proven managerial experience in a Customer Service Operations environment or a related area that has customer contact experience. Pharmaceutical or related healthcare experience preferred.

           Proven knowledge of Order to Cash business systems and process, analytics and Project Management.

           Knowledge of requirements such as cGXP, FDA, DEA, SOX and other regulatory. 

           Ability to operate within a cross-functional matrix environment.

           Understanding and knowledge of SAP and ERP systems preferred.