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Director, Customer Service Operations

Abbott Laboratories - Alameda, CA

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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 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 Operations to 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 experienceEnsures 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 leadershipManage 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 plansProvide 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 opportunitiesAct 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 municate 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 Required 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 needsExceptional 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 issuePreferred Post Graduate work in Business or Healthcare preferredIn-depth expertise in contact center forecasting, scheduling and capacity planningStrong working knowledge of communication channel operations (phone, email and live chat systems)Significant experience managing high volume outsourced contact centers and CRM systemsWHAT 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 Learn more about our benefits that add real value to your life to help you live fully:"¯ 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 on Facebook at and on Twitter @AbbottNews and @AbbottGlobal.

Created: 2021-11-29

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