Senior Supervisor, Customer Service

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 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 115,000 colleagues serve people in more than 160 countries.

About Abbott

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 utilized in hospitals, laboratories, and clinics worldwide. The crucial information derived from our tests, instruments, and informatics systems is often the first step in patient care decision-making for hundreds of health conditions, ranging from heart attacks to blood disorders, 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.
• Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.
• An excellent retirement savings plan with a 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 the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

The position of Senior Supervisor, Customer Service is within our Toxicology business located in Richmond, Virginia.

This role drives customer satisfaction and service performance to strengthen the Abbott brand by designing and managing KPIs for call intake, order entry, ticket volumes, and overall customer experience. It uses data insights to optimize staffing, maintain coverage, meet goals, and ensure effective support through strong knowledge of diagnostic systems in customer environments.

The role also manages escalated customer issues, ensuring timely resolution, while analyzing trends, reporting performance, and identifying process improvements through SOPs to reduce wait times. It leads hiring, training, and coaching of frontline teams and collaborates across functions - manufacturing, shipping, applications, sales, accounting, R&D, and quality to align communication and drive continuous improvement.

What You'll Work On

• Process & performance optimization : Continuously improve call intake and order entry through performance monitoring, automation tools, and cost-effective solutions; manage departmental budgets and drive corrective actions to meet financial goals.
• Customer issue resolution : Troubleshoot and resolve customer concerns using root cause analysis, coordinating cross-functional support as needed to ensure timely outcomes.
• Team leadership & culture : Train, coach, and develop customer service associates while modeling professionalism, driving change adoption, and promoting service excellence across the organization.
• Compliance & quality : Execute responsibilities in alignment with business policies and regulatory standards (ISO, FDA), maintain strong quality awareness, and ensure adherence to the Quality Management System.
• Professional conduct & continuous support : Represent the organization with integrity in all interactions, remain aware of product quality implications, and support additional projects and responsibilities as assigned.

Required Qualifications

• Bachelor's degree
• 4+ years in call center operations, order processing, and customer service team leadership.
• Experience managing service performance, workflows, and KPIs; strong ability to analyze and present data (advanced Excel/MS Office).
• Previous experience leading teams and influencing stakeholders across a matrix environment.
• Strong communication, analytical thinking, problem-solving, and execution skills with a results-driven, detail-oriented approach.

Preferred Qualifications

• Flexible and proactive, with the ability to manage multiple priorities and adapt quickly in a fast-paced, dynamic environment.
• Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

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.