1+ months

Manager, Global Customer Service

Des Plaines, IL

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

Responsible for implementing and maintaining the effectiveness of the quality system.

This position has responsibility for recruiting; hiring; motivating; setting performance standards; monitoring performance; coaching; counseling; and training employees. Responsible for maintaining an effective organization and communications network that is capable of responding to the needs of customers; as well as providing an immediate solution to daily problems.
Provides operational support of the AMD Order Support Contact Center by monitoring daily operations; maintaining OEC compliance; taking actions to respond to daily service level delivery issues; planning for resources needed to meet future demands; and trending and tracking of key statistics to support achievement
of departmental and divisional goals.
- Writes and conducts performance reviews.
- Identifies and recommends systems changes to manage product flow.
-Conducts remote and desk side observations of agents. Coaches agents for on-going development; enhancement of core competencies; effective use of resources.
- Identify and provide coaching; mentoring; and training as needed for frontline advocates.
- Identify opportunities for improvements; not just in our agents; but also in our customer service delivery strategy; processes; training; reference materials; systems; measurements; coaching; and policies.
- Review workflow processes and recommend improvements.
- Communicates performance and behavioral expectations.
- Reinforces desired behaviors through leading by example; feedback; and creating an environment conducive to agent performance.
- Identifies root causes; process and service gaps; roadblocks to quality customer service; opportunities for process and agent performance.
- Impact costs by minimizing expenses while maintaining best in class customer experience.
- Interacts with systems personnel as needed to develop and change systems requirements to match current business needs.

Bachelor's Degree or equivalent experience.
Job Family: Customer Service
Division: AMD Molecular
Travel: Yes, 10 % of the Time
Medical Surveillance: No
Significant Work Activities: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)


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Manager, Global Customer Service

Des Plaines, IL

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