Customer Care Supervisor: Exception Handling Leader

Abbott Laboratories; Madison (WI); On-site; USD 78,000 - 156,000; Full time

Job summary

Abbott Laboratories in Madison, Wisconsin, is seeking a Supervisor, Customer Support to lead a team focused on exception handling. You will coach staff, manage daily staffing, and ensure timely, accurate, compliant support for internal and external customers.

The role emphasizes process improvement, cross-functional collaboration, and strong leadership to sustain service levels and quality. You will mentor, provide real-time escalation guidance, and uphold documentation and privacy standards

Qualifications

• Demonstrated ability to coach, develop, motivate, and hold team members accountable.
• Strong knowledge of customer service principles, contact center operations, performance monitoring, and quality assurance practices.
• Demonstrated ability to manage competing priorities in a fast-paced environment while maintaining accuracy, professionalism, and sound judgment.
• Excellent verbal and written communication skills, including the ability to explain complex information clearly and professionally.
• Strong problem-solving, critical thinking, and decision-making skills, particularly when navigating complex exception scenarios.
• Demonstrated ability to analyze operational data, identify trends, and translate insights into actionable improvements.
• Demonstrated ability to collaborate cross-functionally and build effective working relationships at all levels of the organization.
• High attention to detail and commitment to timely, accurate documentation and quality outcomes.

Responsibilities

• Lead, coach, and develop Customer Support team members responsible for Exception Handling workflows.
• Oversee daily staffing, workload distribution, queue management, and adherence to established service levels, turnaround times, productivity expectations, and quality standards.
• Monitor and support workflows related to exception resolution, including customer contacts, order resolution, missing or incomplete information, duplicate orders or patients, interface errors, provider exception handling, and other exception-related work queues.
• Provide real-time support and escalation guidance to specialists handling complex or sensitive customer situations.
• Conduct regular performance coaching, quality reviews, one-on-one meetings, and development discussions to improve individual and team performance.
• Use reporting, dashboards, quality monitoring, and operational data to identify trends, manage work-in-progress volumes, address performance gaps, and recommend process improvements.
• Partner with training, quality, workforce management, operations, laboratory, and other cross-functional teams to support consistent execution of workflows and timely issue resolution.
• Ensure team members accurately document customer interactions, order updates, escalations, and follow-up actions according to standard operating procedures.
• Support onboarding, workflow training, change management, and adoption of new tools, systems, processes, and initiatives.
• Maintain a strong focus on customer experience, compliance, accountability, quality, and operational discipline while creating an inclusive and supportive team environment.
• Ensure compliance with company policies, quality procedures, privacy requirements, applicable healthcare regulations, and the Code of Business Conduct and Ethics.
• Apply strong problem-solving, critical thinking, and decision-making skills when navigating complex exception scenarios and customer situations.
• Analyze operational data, identify trends, and translate insights into actionable improvements.
• Collaborate cross-functionally and build effective working relationships at all levels of the organization.
• Model accountability, integrity, innovation, teamwork, inclusion, and customer-focused behaviors.
• Perform other duties and projects as assigned.

Skills

People leadership

Customer service principles

Contact center operations

Performance monitoring

Communication skills

Data analysis

Job description

Abbott Laboratories in Madison, Wisconsin, is seeking a Supervisor, Customer Support to lead a team focused on exception handling. You will coach staff, manage daily staffing, and ensure timely, accurate, compliant support for internal and external customers.

The role emphasizes process improvement, cross-functional collaboration, and strong leadership to sustain service levels and quality. You will mentor, provide real-time escalation guidance, and uphold documentation and privacy standards