Senior Customer Service Manager

Abbott • CA

89d • $146,700 - $293,300

About The Position

Working at Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to career development with an international company where you can grow the career you dream of. Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year. An excellent retirement savings plan with high employer contribution, tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree. Abbott is recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune. The opportunity is to work in Alameda, CA in our Lingo Division, which focuses on a new biosensing technology that provides users a window into their body. The Senior Customer Service Manager position will report to Lingo's Director of Customer Success and will lead the launch of a new customer service center for Lingo products, agent training, system setup, and inbound contact channels.

Requirements

• Bachelor's degree or equivalent experience and demonstrated competence is required.
• Minimum 10 years of experience in or with a Contact Center environment.
• Prior Contact Center operations knowledge and experience, including an understanding of technology systems for mission-critical operations.
• Strong data analytical skills, action oriented and strong analytical skills.
• Ability and aptitude to learn and assimilate technical information.
• Ability to comprehend business strategy and translate business objectives into actionable plans and tactics for the department.
• Ability to develop and build the skills and abilities of department staff to drive continuous improvement in key performance.
• Ability to convey communications clearly, concisely, and accurately; strong organizational and planning skills.
• Ability to form and develop interpersonal, professional relationships; display socially and professionally appropriate behavior.
• Demonstrated initiative, critical-thinking and problem-solving skills, project management skills, negotiation and leadership skills.

Nice To Haves

• Proven project management skills, involving 3rd party suppliers.
• Medical device background.
• Contact Centre experience in consumer business.
• Excellent MS Office skills and general interest in and good understanding of IT systems.

Responsibilities

• Launch new customer service center based in Mexico, supporting Lingo products and order fulfilment for the USA.
• Manage external supplier relationship, training of agents, setting up Unity system for handling complaints and establishing inbound contact channels.
• Provide strategic insights to drive best in class consumer customer service.
• Serve as a resource for VIP accounts set-up; support the development of and monitor process and calibrates with tier 2 staff and contact center to ensure consistent analysis and feedback.
• Work with internal teams on new products and processes, ensuring all training is updated.
• Lead and coordinate the internal Lingo related customer service team, third customer service teams and partnerships.
• Ensure all data is captured, reported, and analysed.
• Work with internal teams to be the voice of the customer.
• Set and maintain key performance indicators.
• Investigate any service level discrepancies as well as process gaps and take corrective action to ensure continuous process improvement.
• Responsible for metric analysis and creation of action plans to ensure sustainable improvements in building and maintaining a customer-centric culture.
• Lead and participate on cross-functional teams to further the strategic objectives of the organization.
• Improve customer service quality levels and documentation quality results by studying, evaluating, and re-designing processes; establish and communicate service metrics; monitoring and analyzing results.
• Accomplish customer service external supplier human resource goals by planning, reviewing and optimizing staffing levels; enforcing policies and procedures.
• Work with external supplier to forecast contact volumes.
• Ensure accurate budget planning for internal customer service organization as well as external supplier.
• Work with international customer relations teams and others to identify problem areas, evaluate options and propose solutions that are operationally and financially feasible.

Benefits

• Free medical coverage in Health Investment Plan (HIP) PPO medical plan.
• Excellent retirement savings plan with high employer contribution.
• Tuition reimbursement.
• Freedom 2 Save student debt program.
• FreeU education benefit for affordable and convenient path to getting a bachelor’s degree.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees