Senior Customer Service Lead — Data-Driven Operations

Abbott; Richmond (VA); On-site; USD 87,000 - 173,000; Full time

Benefits offered by this job

HIP PPO medical plan

Retirement savings plan

Tuition reimbursement

FreeU education benefit

Global employer recognition

Job summary

Abbott in Richmond, Virginia, is seeking a Senior Supervisor, Customer Service to drive satisfaction and service performance within the Toxicology business. You will design and manage KPIs for call intake, order entry, and ticket volumes, and use data to optimize staffing and resolve escalated issues.

Lead hiring, training, and coaching of frontline teams, collaborate across functions to align communication and improve processes, while ensuring compliance with ISO and FDA standards.

Qualifications

• Bachelor's degree required.
• 4+ years in call center ops and customer service leadership.
• Experience managing service performance metrics and KPIs.
• Strong data analysis and communication skills.

Responsibilities

• Process & performance optimization: improve call intake and order entry, monitor performance and drive actions.
• Customer issue resolution: troubleshoot and collaborate cross-functionally for timely outcomes.
• Team leadership & culture: train and coach associates, promote service excellence.
• Compliance & quality: align with ISO/FDA standards and maintain quality awareness.
• Professional conduct & continuous support: uphold integrity and take on additional projects.

Skills

Communication skills

Analytical thinking

Problem-solving

Execution skills

Excel

MS Office

Education

Bachelor's degree

Tools

Excel

MS Office

Job description

Abbott in Richmond, Virginia, is seeking a Senior Supervisor, Customer Service to drive satisfaction and service performance within the Toxicology business. You will design and manage KPIs for call intake, order entry, and ticket volumes, and use data to optimize staffing and resolve escalated issues.

Lead hiring, training, and coaching of frontline teams, collaborate across functions to align communication and improve processes, while ensuring compliance with ISO and FDA standards.