Contact Center Supervisor (Customer Service, Process & Quality SupervisorLead)
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Job Location:
Heredia - Costa Rica
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
General Summary: Responsible for leading motivating and developing teams in customer service environments ensuring operational excellence regulatory compliance data quality and positive client/patient experiences. The role encompasses supervising daily activities managing KPIs addressing complex issues driving continuous improvement projects regulatory compliance cross-departmental coordination and staff training/coaching.
Key Responsibilities:
- Lead teams in administrative customer service tasks order management data analysis problem resolution complaint handling and post-sales processes.
- Supervise adherence to quality standards policies internal/external procedures and team performance metrics.
- Guide the team in solving complex issues escalations audits and improvement projects.
- Manage workload shift planning staffing adjustments and resources to ensure productivity and target achievement.
- Provide coaching mentoring performance evaluations and initial/ongoing training sessions for team development.
- Implement and support corporate local regulatory and process/system/tool improvement initiatives (including ERP and tech platforms).
- Document development sessions status reports staff needs and administrative support (e.g. payroll evaluations reporting).
- Ensure information confidentiality regulatory compliance (FDA HIPAA GMP ISO 13485) and good documentation practices.
- Participate in quality management processes: CAPAs internal/external audits change controls error tracking and handling medical device/service complaints.
- Collaborate with cross-functional teams: sales logistics regulatory IT finance quality HR among others.
- Serve as technical reference and point of contact for process system and operational practice topics.
- Stay updated on process technology policy and regulatory changes.
Qualifications :
- University degree (administrative engineering sciences technology pharmacy biology chemistry or related field) or equivalent experience.
- Minimum 3 years of team-leading experience in customer service quality process or support in regulated environments (preferably shared services medical devices pharmacy).
- Previous supervisory experience and project execution in improvement initiatives.
- Strong knowledge of operational systems (ERP MS Office reporting tools).
- Advanced written and verbal communication skills (advanced/ fluent English and Spanish as required) data analysis organization and presentation abilities.
- Ability to manage confidential information and processes under pressure results-focused detail-oriented urgent and flexible.
- Regulatory knowledge as applicable: FDA 21 CFR part 803/820 EU MDR ISO 13485 HIPAA (preferred).
- Skills in coaching mentoring talent management problem-solving negotiation and continuous improvement orientation.
- Desired experience in medical devices pharmaceutical insurance hospital or contact center fields.
Additional Information :
At AbbVie we are committed to cultivating a workplace culture that promotes inclusion diversity and personal growth. We recognize that our collective success is based on the individual well-being of our employees which is why we have designed a benefits package that considers every aspect of their lives.
- Enhanced Health and Wellness Coverage: Our administrative staff enjoys comprehensive medical and dental insurance ensuring peace of mind for you and your loved ones.
- Extended Vacation: We believe in the balance between work and personal life for our administrative team. Thats why we offer additional vacation days beyond legal requirements.
- Flexible Hybrid Work Model: For eligible positions within our administrative staff we have adopted a hybrid work scheme allowing the convenience of working from home two days a week.
- Life Insurance: Secure your familys future with our life insurance policy.
- Employee Assistance Program (EAP): Access professional support with our comprehensive EAP offering psychological legal and financial counseling.
- On-Site Health Services: Benefit from the convenience of having a company doctor and physical therapy services demonstrating our commitment to your health and well-being.
- Community and Social Engagement: Make a difference with a paid volunteer day allowing you to contribute to the community during company working hours.
- Special Leave Benefits: Celebrate your life achievements with extra leave days for marriage and enjoy your birthday with a day off.
- Employee Stock Purchase Plan: Participate in our companys success by purchasing shares at a special price exclusive to employees.
- Transportation and Meals allowance.
- Solidary Association: Join a community focused on mutual help and enjoy the benefits that come with being a member.
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 & Puerto Rico applicants seeking a reasonable accommodation click here to learn more:
No
Employment Type :
Full-time
Key Skills
About Company
AbbVie is a global biopharmaceutical company focused on creating medicines and solutions that put impact first for patients, communities, and our world. We aim to address complex health issues and enhance people's lives through our core therapeutic areas: immunology, oncology, neuro ... View more
