Senior Supervisor, Customer Service
Job Location:
Richmond, VA - USA
Monthly Salary:
Posted on:
Vacancies:
Job Summary
JOB DESCRIPTION:
About Abbott
Abbott is a global healthcare leader creating breakthrough science to improve peoples health. Were always looking towards the future anticipating changes in medical science and technology.
Our diagnostic solutions are utilized in hospitals laboratories and clinics worldwide. The crucial information derived from our tests instruments and informatics systems is often the first step in patient care decision-making for hundreds of health conditions ranging from heart attacks to blood disorders infectious diseases and cancers.
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. Youll also have access to:
- Career development with an international company where you can grow the career you dream of.
- Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.
- An excellent retirement savings plan with a high employer contribution.
- Tuition reimbursement the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelors 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 the best place to work for diversity working mothers female executives and scientists.
The Opportunity
The position of Senior Supervisor Customer Service is within our Toxicology business located in Richmond Virginia.
This role drives customer satisfaction and service performance to strengthen the Abbott brand by designing and managing KPIs for call intake order entry ticket volumes and overall customer experience. It uses data insights to optimize staffing maintain coverage meet goals and ensure effective support through strong knowledge of diagnostic systems in customer environments.
The role also manages escalated customer issues ensuring timely resolution while analyzing trends reporting performance and identifying process improvements through SOPs to reduce wait times. It leads hiring training and coaching of frontline teams and collaborates across functionsmanufacturing shipping applications sales accounting R&D and qualityto align communication and drive continuous improvement.
What Youll Work On
- Process & performance optimization: Continuously improve call intake and order entry through performance monitoring automation tools and cost-effective solutions; manage departmental budgets and drive corrective actions to meet financial goals.
- Customer issue resolution: Troubleshoot and resolve customer concerns using root cause analysis coordinating cross-functional support as needed to ensure timely outcomes.
- Team leadership & culture: Train coach and develop customer service associates while modeling professionalism driving change adoption and promoting service excellence across the organization.
- Compliance & quality: Execute responsibilities in alignment with business policies and regulatory standards (ISO FDA) maintain strong quality awareness and ensure adherence to the Quality Management System.
- Professional conduct & continuous support: Represent the organization with integrity in all interactions remain aware of product quality implications and support additional projects and responsibilities as assigned.
Required Qualifications
- Bachelors degree
- 4 years in call center operations order processing and customer service team leadership.
- Experience managing service performance workflows and KPIs; strong ability to analyze and present data (advanced Excel/MS Office).
- Previous experience leading teams and influencing stakeholders across a matrix environment.
- Strong communication analytical thinking problem-solving and execution skills with a results-driven detail-oriented approach.
Preferred Qualifications:
- Flexible and proactive with the ability to manage multiple priorities and adapt quickly in a fast-paced dynamic environment.
* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.
Learn more about our health and wellness benefits which provide the security to help you and your family live full lives:
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer committed to employee diversity.
Connect with us at on Facebook at and on Twitter @AbbottNews and @AbbottGlobal.
The base pay for this position is
$86700.00 $173300.00In specific locations the pay range may vary from the range posted.
JOB FAMILY:
Customer Service
DIVISION:
TOX ARDx Toxicology
LOCATION:
United States > Richmond : 9201 Arboretum Parkway
ADDITIONAL LOCATIONS:
WORK SHIFT:
Standard
TRAVEL:
Yes 5 % of the Time
MEDICAL SURVEILLANCE:
No
SIGNIFICANT WORK ACTIVITIES:
Keyboard use (greater or equal to 50% of the workday)Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.
EEO is the Law link - English: EEO is the Law link - Espanol: Experience:
Manager
About Company
WHO WE ARE CREATING LIFE-CHANGING TECHNOLOGY From removing the regular pain of fingersticks as people manage their diabetes to connecting patients to doctors with real-time information monitoring their hearts, from easing chronic pain and movement disorders to testing half the world’s ... View more
