Coordinates resources and sets daily priorities to meet operational objectives.

Accountable for the results of medium-sized routine support or operations teams.

Requires specialized field of knowledge that use their judgment to apply expertise.

To the growth of individual team members by building strong relationships and works to build customer relationships by creating a positive customer experience.

Ensure customer data is uniform, complete, accurate, and compliant.

Create and provide revolving analytical data of call/email patterns, agent efficiency analysis, statistical analysis.

Works with Training and Quality teams to maintain Credentialing knowledgebase.

Works with customers, sales reps, internal departments and BTS when issues arise.

Manages escalations and provides updates to leadership when needed.
Monitors queues/inboxes and directs resources as needed.

Leadership/Teamwork/Communication

Compliance with all Allergan internal requirements and with all applicable regulatory requirements.
• Allergan internal requirements include compliance with ethics, environmental health and safety, financial, human resources, and general business policies, requirements and objectives.
• Attends meetings with business partners from Customer Operations
• Effectively communicates with all levels of the business
• Provides coaching, training, mentorship, and recommendations to team
Works with HR and ER for employee growth, development and opportunities

 

 2 – 4 years’ experience leading people in a customer service contact center or customer facing environment
• Experience working with Microsoft Office, Outlook, Word, Excel and Power Point.
• Experience managing and executing continuous improvement projects.
• Effective communication skills (presentation, document writing, coaching people)
• Medical Device or Pharmaceutical experience strongly preferred

Bachelor’s degree preferred or a combination of education and relevant experience

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this roleat  the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on manyfactors  including  geographic location, and we may ultimately  pay more or less than the posted range. This range may be  modified in the future. ​

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.​

• This job is eligible to  participate in our short-term incentive programs.  ​

Note: No amount of pay is  considered to be wages or compensation until such amount isearned,  vested,  and determinable. The amount and availability of  any bonus, commission, incentive, benefits, or any other form of compensation and benefits that areallocable to a   particular employee  remains in the Company's sole and absolute discretion unless and until paid and may be  modified at the Company’s sole and absolutediscretion,  consistent with applicable law. 

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled. 

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html