Manager, Customer Service

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 114,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

Working at Abbott 

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. 

• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO 

• 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. 

• A company 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.  

• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.  

 

The Opportunity  

This position works out of our Alameda, CA location in the Diabetes Care division where we are focused on helping people with diabetes manage their health 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. 

As the Manager, Customer Service you will assist with overseeing all facets of customer service operations, including case management and project management. This position is also responsible for collaborating with internal stakeholders, utilizing interpersonal skills to ensure the on-time delivery of product to customers in compliance with quality standards and performance. This role will also be expected to get involved and manage operations of our Call Centers.

What You’ll Work On 

Operations Management:

• Help manage the operation of the Call Center and ensure Call Center goals, such as service level, quality, and staffing, are met
• Ensure Call Center staff comply with objectives, performance standards and policies
• Continuously improve customer satisfaction and experience, as well as improve processes and productivity
• Problem-solve with the ability to analyze data, identify problems, and their root cause and build creative solutions
• Identifies and implements new practices and processes that are “best in field”
• Assist other operations functions such as Training and Quality
• Perform other duties and projects as assigned

This position may require travel domestically and internationally.

Required Qualifications 

• Bachelor’s degree in Business, technical or related field is required
• Minimum of 5 years prior experience and knowledge of call center
• Minimum 3 years of experience in staff management required

Preferred Qualifications 

• Experience in the BPO or Call Center industry (or relate