Senior Customer Service Manager

Senior Customer Service Manager

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.

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.
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the student debt program and 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 in Alameda, CA in our Lingo Division. Meet Lingo, a new biosensing technology that provides users a window into their body. Lingo tracks key biomarkers such as glucose, ketones, and lactate to help people make better decisions about their health and nutrition. Biowearable technology will digitize, decentralize and democratize healthcare, enabling consumers to take control of their own health. Personalized healthcare is the future. Working on Lingo, you will help build a next-generation technology that enables individuals to make decisions about how to improve energy, lose weight or enhance athletic performance. The Lingo team embodies a start-up culture and mindset with the backing of Abbott, a company with a rich history of healthcare innovation. Join us and grow your career as you help Abbott shape the future of healthcare.

As the Senior Customer Service Manager position will report to Lingo's Director of Customer Success. This role leads the launch of a new customer service center for Lingo products, agent training, system setup, and inbound contact channels. It combines strategic and hands-on responsibilities to drive customer-centric service excellence, manage VIP accounts, analyze performance metrics, and collaborate cross-functionally to improve processes and support new product rollouts.

The Senior Customer Service Manager will frequently travel to Mexico for up to 12 months and could stay up 1-3 weeks each time.

What You'll Do

• Launch new customer service center based in Mexico, supporting Lingo products and order fulfillment for the USA. This will include managing 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 analyzed. Work with internal teams to be the voice of the customer.
• Hands-on as well as strategic involvement in all aspects of customer service.
• Set and maintains 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.

Qualifications

• Bachelor's degree or equivalent experience and demonstrated competence is required.
• Minimum 10 years of experience in or with a Contact Center environment to develop the competence required to meet the skills and responsibilities of the position.
• Prior Contact Center operations knowledge and experience, including an understanding of technology systems for mission-critical operations; awareness and effective utilization of critical Contact Center metrics and their inter-relationships in balancing productivity and contact quality, Contact flows, hand-offs and contact handling processes.
• Process implementation and improvement, including contact management systems.
• 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 and aptitude to use various types of databases and computer programs to achieve goals.
• 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.

Preferred

• 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