Manager, IDM Product Support

Follow your aspirations to Abbott for diverse opportunities, competitive salaries, great benefits, a 401(k) retirement savings plan, a company paid pension plan and profit sharing, all with a company providing the growth and strength to build your future.Manager, IDM Product Support has North America responsibility for establishing and maintaining Intensive Diabetes Management(IDM) Technical Support, Commercial Service Programs, Complaint Handling, CS strategy, and programs and tools that assure the quality of service and training provided by all internal and outsourced ADC Call Centers are aligned with the quality objectives of ADC. These objectives are, in summary, to provide consistent excellence in call handling, compliant and accurate complaint handling documentation, service programs,training development/implementation and relevant feedback on customer perspectives to marketing and other internal departments.Major Responsibilities: CS Liaison with Sales and Marketing for Complaint Handling and Commercial Service Programs CS Technical Liaison with R&D regarding new and existing IDM products. Manages all Customer Care Quality Programs. Performs gap analysis between service level agreements & actual performance. Manages Quality Documentation Review Process ensuring Agent errors that impact PQA, RA and or the FDA are mitigated. Manages Customer Satisfaction Surveys quarterly and recognizes superior service and manages micro/macro plans to address poor service. Manages Troubleshooting Guidelines and all Complaint handling system requirements for WWCS. Reviews and oversees the design, development, and updates of all Quality Directives, Technical bulletins and Regulatory notifications that impact IDM Customer Service and rolls out to all US/CN CS call centers. Manages all quality monitoring of Customer Care agents and teams at US/CN Call Center, including Quality Monitoring systems solutions for all call centers supporting IDM in North America. Manages Quality Program review for E-mail management activities including service level. Answers/edits and/or screens/edits all web site e-mail communications for US/CN. Manages design, development, and updates of all Training Programs for Customer Service and rolls out to all CS call centers throughout North America. Manages US/CN training/implementation related activities including scheduling and forecasting of sessions, trainer selection, application of materials. Establishes and maintains Best Practice quality metric accountability and reporting.Qualifications·A minimum of 5 years call center experience·A minimum of 5 years experience managing call center quality programs and tools to ensure CSR call handling excellence·Experience with Six Sigma, Process Mapping, and/or other tools that help systematically improve processes by eliminating defects·Demonstrated knowledge of ACD, complaint handling, and call monitoring Systems.·Demonstrated knowledge of key quality call center metrics (customer Satisfaction, Service Level, Occupancy, AHT, etc.) Bachelor's DegreeAbbott welcomes and encourages diversity in our workforce. EEO/AATo apply for this position, click here.To learn more about Abbott and view other opportunities, click here.