Senior Manager, Customer Experience - Call Center Operations and Technology

Job description

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 107,000 colleagues serve people in more than 160 countries

     

JOB DESCRIPTION:

At Abbott, we believe people with Diabetes should have the freedom to enjoy active lives. That’s why we’re focused on helping people with diabetes manage their health more effectively and comfortably, with life-changing products that provide accurate data to drive better-informed decisions. We’re revolutionizing the way people monitor their glucose levels with our new sensing technology. 

We are seeking a  Senior Manager, Customer Experience - Call Center Operations and Technology to work in our Alameda, CA Headquarters.   The Customer Service Operations and Technology Manager is a vital position in the Customer Service Organization that facilitates customer success and delivers insights, operational efficiency and technology options to facilitate simple customer experience and continuous improvements to the service delivery.

This role is pivotal in improving customer loyalty and experience by taking ownership of customer service delivery and technology enablement while acting as an interface with key service partners and commercial teams.  The Senior Manager understands Customer Support Services attributes and what is required to build high performance teams to deliver best-in-class customer experience across high volume contact centers.  This position may travel both domestically and internationally up to 20% of the time.

WHAT YOU’LL DO  

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The Senior Manager, Customer Experience - Call Center Operations and Technology must be strategically aligned with Marketing, Sales, and Customer Services Management key objectives and goals.

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Develop and maintain business relationships with key strategic service provider partners for large outsourced call center services, ensuring that resources and system access is available, and all organizational best practices and contractual requirements are met

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Understand and translate complex technical assessments into business language and user requirements. Provide management oversight for all technology projects to enable front line Customer Service management, business intelligence insights, and service enablement tools (IVR, CRM, Analytics, Logistics, fulfillment).

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Financial and warranty logistics planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods, technology tools or processes to deliver on business goals and objectives.

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Own any decisions taken on behalf of business as they pertain to customer service analytics and voice of customer insights and communicating the outcomes to internal ADC leadership team.

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Oversee quality control and implements any necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Contact Center and enrollment functions.

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Provide final approval in the creation and implementation of innovative methodologies to improve Contact Center operations.

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Develop performance goals and objectives for the Contact Center and monitors the achievement of those goals.

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Identifies risks/issues and develops mitigation plans and oversees their execution

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Must be willing to serve largely as a senior level program manager in many key initiatives that span across internal organizations, supporting Area commercial teams.

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The manager tempers her/his passion for customer loyalty and advocacy with a keen business savvy as they mobilize cross functional teams, including IT, Sales, Marketing, Service Support and R&D, and 3rd party partners to implement complex and highly visible technology projects, integrations, and operational efficiency improvements.

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Drive advocacy for patient with diabetes, Health Care providers, Payers and key accounts with a focus on driving improvements in process technology and customer insight transfer to/from the business and our service partners, to generate product and service innovations and efficiencies.

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Supervises the internal operations management team and develops the team’s performance in aggregate and individually. Lead by example to ensure team effectiveness and promote spirit of collaboration and accomplishment.

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Work on complex issues where analysis of situations or data requires an in-depth knowledge of the company.

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Perform other duties as assigned by Director

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The manager accomplishes these tasks by employing effective verbal and written communication skills, coupled with strong interpersonal skills to foster cooperation, collaboration using excellent organizational and project management skills.

EDUCATION AND EXPERIENCE YOU’LL BRING  

Required  

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Bachelor’s Degree

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A minimum of 5 years work experience in a customer facing environment is required. 

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Familiarity to self-service applications, online support, Call Technology Insights and Routing

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2 years experience in setup and management of IVRs and customer service KPI's and analytics

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Prior management experience, preferably within the context of Customer Account Management, Technical Support/clinical application support, Escalation Management, and/or Professional Services is desired

Preferred  

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MBA or focus in Computer Science is ideal

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Experience in the MedDevice/Pharma/BioTech industry

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Experience managing high volume contact center (150+) seats preferably in the health care or technical support operations

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Working knowledge of contact center technology including telephony, knowledge management and CRM systems and logistics

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Experience developing and maintaining call forecasts, workforce planning

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Proven ability to successfully lead a diverse workforce consisting of both in-office and remote  or off-shore workers

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Proven ability to develop ROIs and manage budget and financial forecasts; meet and exceed goals

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Ability to develop performance goals and objectives for direct reports and monitor the achievement of those goals and key indicators

WHAT WE OFFER   

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

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Training and career development , with onboarding programs for new employees and tuition assistance  

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Financial security  through competitive compensation, incentives and retirement plans  

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Health care and well-being programs  including medical, dental, vision, wellness and occupational health programs 

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Paid time off   

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401(k)  retirement savings with a generous company match 

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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 Facebook at  www.facebook.com/Abbott  and on Twitter @AbbottNews and @AbbottGlobal. 

     

JOB FAMILY:

Customer Service

     

DIVISION:

ADC Diabetes Care

        

LOCATION:

United States > Alameda : 1360-1380 South Loop Road

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Yes, 20 % 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