Senior Customer Service Lead - Diagnostics

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

Benefits offered by this job

Wellness program

Retirement plan

Tuition reimbursement

FreeU education benefit

Free medical coverage next year

Job summary

Abbott in Richmond, VA, is seeking a Senior Supervisor, Customer Service within the Toxicology business. You will design and manage KPIs for call intake, order entry, ticket volumes, and overall customer experience to strengthen the Abbott brand.

You’ll lead frontline teams, coordinate across manufacturing, shipping, R&D, and quality, and drive improvements through data insights, staffing optimization, and SOPs to reduce wait times and improve service excellence.

Qualifications

• Bachelor’s degree required.
• 4+ years in call center operations, order processing and customer service leadership.
• Experience managing performance, workflows and KPIs; able to analyze and present data.
• Experience leading teams and influencing stakeholders across a matrix environment.
• Strong communication, analytical thinking and problem-solving with a results-driven approach.

Responsibilities

• Optimize call intake and order entry through monitoring and automation.
• Troubleshoot and resolve customer concerns with root cause analysis.
• Train, coach and develop customer service associates.
• Ensure compliance with ISO, FDA and Quality Management System.
• Collaborate across functions to drive continuous improvement.

Skills

Call center operations

Team leadership

Data analysis

Cross-functional collaboration

Communication

Education

Bachelor's degree

Tools

Excel

MS Office

Job description

Abbott in Richmond, VA, is seeking a Senior Supervisor, Customer Service within the Toxicology business. You will design and manage KPIs for call intake, order entry, ticket volumes, and overall customer experience to strengthen the Abbott brand.

You’ll lead frontline teams, coordinate across manufacturing, shipping, R&D, and quality, and drive improvements through data insights, staffing optimization, and SOPs to reduce wait times and improve service excellence.