Call Center Section Manager (Dallas, TX)

Thornton Tomasetti; Irving (TX); On-site; USD 87,000 - 173,000; Full time

Benefits offered by this job

Health and wellness benefits

Free medical coverage

Tuition reimbursement

Education benefits (FreeU)

Retirement contribution

Job summary

Abbott in Irving, TX is seeking a Call Center Section Manager to supervise a technical support group and ensure the quality system remains compliant with FDA guidelines. You will lead a team of highly skilled professionals, coordinate training, and drive customer satisfaction across multiple US market segments.

The role requires a Bachelor’s degree in a life sciences or related field, deep knowledge of diagnostic products, and experience with quality systems. Travel up to 25% is expected.

Qualifications

• Bachelor’s degree in Life Sciences, Medical Technology, Engineering, or related field.
• Technical product expertise with diagnostic products and delivery platforms.
• Knowledge of Quality Systems, cGMP requirements and FDA scrutiny.
• Call Center operations knowledge and metrics, call flows and handling processes.
• Proven ability to coach and develop others.
• Experience with resource planning and personnel administration.
• Knowledge of regulations affecting IVDs and Biologics.

Responsibilities

• Supervise a technical customer support group of 10–18 people in a blended inbound/outbound center.
• First line of communication from US ADD customers seeking technical help for ADD products and delivery technologies.
• Implement and maintain the effectiveness of the quality system per FDA and Quality Systems requirements.
• Provide SME for development and delivery of customer training in-house, on-site or by phone.
• Cultivate relationships with internal and external customers across multiple US market segments.

Skills

Tech product knowledge

Call center operations

FDA regulations

Leadership

Coaching

Resource planning

Life sciences background

Education

Bachelor’s degree in Life Sciences, Medical Technology, Engineering, or related fields

Master’s degree

Job description

About Abbott

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 122,000 colleagues serve people in more than 160 countries.

Job Description

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology. Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to 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. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s 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 a best place to work for diversity, working mothers, female executives, and scientists.

Opportunity

Travel up to 25 %
Our location in Dallas, TX currently has an opening for a Call Center Section Manager. Responsible for implementing and maintaining the effectiveness of the quality system.

What You’ll Work On

Supervise a technical customer support group (approximately 10-18 people) in a blended inbound / outbound technical call center environment. This organization is the first line of communication from US ADD customers seeking technical help and support with their ADD products / delivery technologies. This front-line group is made up of degreed professionals with a high level of technical expertise, training and education required to provide effective and timely troubleshooting and resolution of customer’s technical problems relating to ADD products, consistent with our Quality Systems and FDA guidelines. Responsible for implementing and maintaining the effectiveness of the quality system. Supervise their technical support group as the unit responsible to receive, assess, analyze, resolve and document customer’s technical issues and product complaints, per FDA and Quality Systems requirements. Supervise a group responsible for providing technical subject matter experts for the development of content and delivery of customer training in-house, on-site or by phone for their area of products / delivery platforms.

Sphere of Influence

Leadership of a team of highly technical professionals: 10 - 18.

Product Scope

Accountable for providing technical customer support of multiple product families and delivery technologies and related processes, representing $20mm to $50mm in annual sales.

Quality / Regulatory Compliance

Ensures effective cGMP/ISO practices across their group to achieve division and FDA compliance. Recommends improvements to division and regulatory/quality policies.

Goal Accomplishment

Translates organizational goals into business goals.

Financial

Accountable for financial performance relating to their area. Negotiates and rationalizes resources.

Decision-making

Makes timely technical, operational, and business decisions with high risk or consequences to the business. Example: One national account or key account can represent $5-20mm in annual sales.

Customer Relationships

Cultivates relationships with internal and external customers. Has direct impact and influence affecting customer relationships across multiple US market segments (hospital labs, reference labs, blood banks, physician’s offices), with a direct impact on thousands of US customers, including the highest profile and influential accounts.

Required Qualifications

• Bachelor’s degree in Life Sciences, Medical Technology, Engineering, or related fields. This level of education is necessary to effectively manage a technical help desk call center environment supporting a wide range of customers in the health care industry across multiple product platforms, in a highly regulated (FDA) environment.
• Technical product expertise with various diagnostic products and delivery platforms.
• Knowledge and experience in supervising operations directly impacted by Quality Systems, cGMP requirements and high-level FDA scrutiny.
• Call Center operations knowledge and awareness, including understanding of technology systems for mission critical operations (phone system), awareness and effective utilization of critical call center metrics and their interrelationships in balancing productivity and call quality, call flows, hand-offs and call handling processes and techniques.
• Proven ability to coach and develop others.
• Experience with resource planning and personnel administration.
• Knowledge of regulations and standards affecting IVDs and Biologics.

Preferred Qualifications

• Master’s degree
• Technical call center expertise is highly desirable.

Benefits

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

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 www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is $86,700.00 – $173,300.00. In specific locations, the pay range may vary from the range posted.

JOB FAMILY: Customer Service

DIVISION: CRLB Core Lab

LOCATION: United States > Irving : LC-02 ADDITIONAL LOCATIONS:

WORK SHIFT: Standard

TRAVEL: Yes, 25 % of the Time

MEDICAL SURVEILLANCE: Not Applicable

SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), 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: http://webstorage.abbott.com/common/External/EEO_English.pdf

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf

Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health. The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges.

We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

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