Specialist Customer Service Operations

Job description

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

JOB DESCRIPTION:

Position Summary:

• Coordinator for technical call center operations- provide indirect supervision, guidance, and direction necessary to deliver superior frontline customer technical support to the satisfaction of customers and clients, and to ensure positive impact on future sales. ·
• Uses knowledge of software systems used by commercial operations to provide support and service. This involves development of system processes, troubleshooting of system issues, and support of system metrics to assure that management and personnel can utilize these systems to perform their job functions. ·
• Serves as liaison with shared services and IS personnel to develop solutions to business or technical problems. Leads small projects and coordinates a multitude of interrelated activities within the constraints of limited resources and changing priorities. ·
• Management of CSO scheduling process- includes development of schedules, employee training, field travel, integrations, and customer training. Position is responsible for driving customer impact via the customer experience and service levels, and directly impacts the customer support center’s ability to meet departmental goals for servicing the customers.

Main Responsibilities:

• Coordinate operations and supervise daily activities for a blended inbound/ outbound technical customer support call center with 100+ frontline employees.

• This organization is the first line of communication from US ADD customers seeking technical help and support with their ADD products/ delivery technologies.

• This front-line group is made up of degreed professionals with a high level of technical expertise, training and education required to provide effective and timely troubleshooting and resolution of customer’s technical problems relating to ADD products, consistent with our Quality Systems and FDA guidelines.

• Responsibilities include: · Day-to-day operations of the customer support call center.

• Monitor and manage product queues and daily staffing.

• Promote schedule adherence.

• Report employee performance trends in schedule adherence and job performance to appropriate members in management.

• Suggest coaching on performance trends.

• Development and implementation of training and staffing strategies.

• Provide system administration for mission-critical customer support center systems including configuration, maintenance, and operational support.

• Provides subject matter expertise on all customer support center systems and provides front-line support for hardware and software tools within the customer support center.

• Develop and execute contingency plans for staffing issues and system outages.

• SME and point of contact for systems, phone equipment, and desktop issues.

• Build and maintain employee schedules · Build and maintain customer training schedules, employee training schedules, cross training schedules, new product training, and new platform training strategies and schedules.

• Process owner for scheduling business rules document.

• Process owner for disaster recovery and after-hours handling documents.

• Achievement of customer experience/ service levels for technical queues Identify and implement process improvements, utilizing diverse background experience and understanding of existing operations to facilitate change.

Minimum Qualifications:

• Bachelor’s degree in Life Sciences or Medical Technology, or similar degree in IT.
• Must have knowledge of call center management, and demonstrated success in negotiations and leadership.
• Must have thorough knowledge of all products and services.
• Must demonstrate high level of attention to detail, and ability to multi-task.

Preferred Qualifications:

• Problem solving/troubleshooting and project management skills preferred.
• Preferred: 2-3 years’ experience in customer support.
• Experience with AVAYA phone systems preferred.

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