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About the Role

This role coordinates resources and sets daily priorities to meet operational objectives, ensuring customer data is uniform, complete, accurate, and compliant. It involves creating analytical data, working with training and quality teams, managing escalations, and monitoring queues.

Responsibilities

• Coordinates resources and sets daily priorities to meet operational objectives.
• Accountable for the results of medium-sized routine support or operations teams.
• Apply expertise using judgment.
• Foster growth of individual team members by building strong relationships.
• Build customer relationships by creating a positive customer experience.
• Ensure customer data is uniform, complete, accurate, and compliant.
• Create and provide revolving analytical data of call/email patterns, agent efficiency analysis, and statistical analysis.
• Work with Training and Quality teams to maintain Credentialing knowledgebase.
• Work with customers, sales reps, internal departments, and BTS when issues arise.
• Manage escalations and provide updates to leadership when needed.
• Monitor queues/inboxes and direct resources as needed.
• Ensure compliance with all Allergan internal requirements and all applicable regulatory requirements.
• Attend meetings with business partners from Customer Operations.
• Effectively communicate with all levels of the business.
• Provide coaching, training, mentorship, and recommendations to the team.
• Work with HR and ER for employee growth, development, and opportunities.

Requirements

• 2 – 4 years’ experience leading people in a customer service contact center or customer facing environment.
• Experience working with Microsoft Office, Outlook, Word, Excel and Power Point.
• Experience managing and executing continuous improvement projects.
• Effective communication skills (presentation, document writing, coaching people).
• Medical Device or Pharmaceutical experience strongly preferred.

Skills

• Microsoft Office
• Outlook
• Word
• Excel
• Power Point
• Presentation skills
• Document writing
• Coaching people

Experience Level

• 2-4 years of leadership experience

Education Level

• Bachelor’s degree preferred or a combination of education and relevant experience

Salary/Compensations

• USD 65500 - USD 125500 - yearly

Benefits

• Paid time off (vacation, holidays, sick)
• Medical/dental/vision insurance
• 401(k)
• Eligible to participate in short-term incentive programs

About the Company

• Allergan Aesthetics, an AbbVie company, develops, manufactures, and markets a portfolio of leading aesthetics brands and products.
• Their aesthetics portfolio includes facial injectables, body contouring, plastics, skin care, and more.
• Their goal is to consistently provide customers with innovation, education, exceptional service, and a commitment to excellence, all with a personal touch.

Equal Opportunity

• 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 https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html
• US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more: https://www.abbvie.com/join-us/reasonable-accommodations.html