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 109,000 colleagues serve people in more than 160 countries.
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 Director, Customer Service Operationsto work in our Alameda, CA Headquarters. The Director CSO functions as a key leadership role, overseeing shared functions that serve to support contact center operations; handling millions of contacts a year from consumers and Health Care Providers, Pharmacy/DME, Hospital/Clinical staff.
WHAT YOU'LL DO
Ensures that contact center operations is aided in their mission to provide a differentiated and exceptional customer experience
Ensures that Area Customer Service and BPO vendor partner(s) are meeting and exceeding business goals by directing an organization of both in house and outsourced partner vendors, overseeing all aspects of Customer Support Operations, including but not limited to, contact management, complaint handling, training and quality, supplier management, warranty logistics, technical support, implementation and launch support for all ADC products and services.
Direct the work of a broad range of Customer Service, Business Process Outsourcers(BPO) and Technical Service teams within multi-million dollar budget.
This role is responsible to lead the team to excellence through highly effective coaching and leadership
Manage BPO performance with accountability for key conversational metrics including: costs, SLAs, AHT, CSAT, NPS, quality, retention and similar performance indicators.
Serve as a point of contact for BPO escalations and identify real and potential problems, provide resolutions, alternate solutions, and risk mitigation plans
Provide leadership and direction through developing and updating procedures, programs, determining appropriate standards and procedures, implementing best operations practices and process improvement, determining business requirements, and training opportunities
Act as a change agent in the organization by influencing leadership as to the importance of the service organization and acceptance of the service strategy.
Responsible for implementing and maintaining the effectiveness of the quality system. Specifically, oversee the management of the complaint intake portion of the quality system for ADC, ensuring integrity of records, operations to policies and procedures.
Communicate with Quality and Regulatory Affairs to ensure a positive impact on customer satisfaction, future sales and product improvements.
Measure customer satisfaction and voice of customer on an ongoing basis and work as part of the Commercial team to foster continuous improvement of services.
This position may travel both domestically and internationally up to 20% of the time.
EDUCATION AND EXPERIENCE, YOU'LL BRING
Bachelor's Degree in Life Sciences, Engineering or Related Technical discipline.
Bachelors Degree required to understand technology capabilities; manage complex processes and broad range of people and processes.
Minimum 10 years in any combination of customer service/complaint handling management, implementation management, service operations management, program or project management and consulting; previous strategic planning, project and people management required.
5 years of experience in a combination of supply chain planning, forecasting, and inventory management.
Leadership capability and a passion for the customer and service delivery.
Ability to easily manage and be flexible to fluctuations in demand of work and growth; effectively manage by reporting and strategizing on resource needs
Exceptional problem solver with the ability to handle difficult situations; proven ability to remain calm in the face of a challenge and understanding of when and how to escalate an issue
Post Graduate work in Business or Healthcare preferred
In-depth expertise in contact center forecasting, scheduling and capacity planning
Strong working knowledge of communication channel operations (phone, email and live chat systems)
Significant experience managing high volume outsourced contact centers and CRM systems
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
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.
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 109,000 colleagues serve people in more than 160 countries.