Abbott

Call Center Section Manager (Dallas, TX)

Abbott • $86K — $173K *
Dallas, TX 75217In-Person
Healthcare
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Life Sciences, Medical Technology, Engineering, or related fields.
  • Technical product expertise with various diagnostic products and delivery platforms.
  • Knowledge of Quality Systems and FDA regulations.
  • Experience in call center operations and understanding of critical metrics.
  • Proven ability to coach and develop team members.
  • Experience with resource planning and personnel administration.
  • Knowledge of regulations affecting IVDs and Biologics.

Responsibilities

  • Supervise a technical customer support team of 10-18 in an inbound/outbound call center.
  • Act as the first line of communication for customers seeking technical support for ADD products.
  • Ensure effective troubleshooting and issue resolution in compliance with FDA guidelines.
  • Implement and maintain quality system effectiveness within the support group.
  • Develop technical training content and delivery for customer support staff.
  • Cultivate relationships with internal/external customers, impacting thousands in multiple market segments.
  • Make timely decisions with significant business implications.

Benefits

  • Health and wellness benefits for you and your family.
  • Comprehensive support to enhance your work-life balance.
  • Opportunity for professional growth and development.
Full Job Description
JOB DESCRIPTION:

The 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.


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

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)

About Abbott

Abbott Careers

Joining Abbott means becoming part of a globally diverse team dedicated to making a lasting impact on human health. As a leader in healthcare innovation, Abbott provides a dynamic workplace where careers flourish through growth, leadership, and diversity training.

Opportunities at Abbott

Explore a world of opportunities with our team. Whether you're seeking job opportunities in engineering, marketing, research, or healthcare, Abbott offers a variety of positions that allow professionals to grow their careers. Our commitment to diversity and innovation is evident in every aspect of our work, fostering an inclusive culture that values each team member's contribution.

Work You'll Do

At Abbott, every role contributes to our mission of helping people live fuller lives through better health. From groundbreaking research in medical devices to advancements in pharmaceuticals, our team is at the forefront of healthcare innovation. By joining Abbott, you are not just accepting a job; you are embarking on a path of professional and personal growth.

Internship Programs

Kickstart your career with an Abbott internship. Our programs provide invaluable industry experience and a chance to develop essential skills in a real-world setting. Interns at Abbott work on projects that matter, gaining the experience and knowledge necessary to succeed in their future careers.

Professional Development

Abbott is dedicated to the continuous professional development of its employees. With access to cutting-edge technology, leadership programs, and diversity training, our team members are equipped to lead and innovate within the healthcare industry. We support your career journey with robust training programs, mentorship, and opportunities for networking and professional growth.

Benefits and Culture

Our employees enjoy comprehensive benefits designed to support their life and well-being. From health insurance to retirement plans, we ensure our team has everything they need to thrive. Abbott's culture is built on a foundation of respect and integrity, united by a shared commitment to improving health outcomes.

Join Our Team

Discover the impact you can make with a career at Abbott. We are hiring individuals who are passionate, curious, and driven to lead. Search open positions that match your skills and interests on our Jobs page. Prepare your resume, sharpen your interview skills, and get ready to join a team that's at the cutting edge of healthcare solutions.

Stay Connected

Keep up to date with career tips, industry insights, and company news—all from the people who work here. Subscribe to our Careers Blog and personalize your subscription to receive job alerts and insider tips tailored to your preferences.

Explore Abbott

With a commitment to improving life through innovation, leadership, and diversity, Abbott is a place where you can fulfill your potential. See what exciting and rewarding opportunities await at Abbott by exploring our career opportunities today.

SEARCH ABBOTT JOBS

Join us in our mission to make the world a healthier place through innovation, leadership, and diversity. Your journey to a fulfilling career at Abbott starts here.
Learn more about Abbott
Size
113,000 employees
Market Cap
$189 billion
Industry
Healthcare
Net Income
$4.4 billion
Founded
1944
5 Year Trend
+15.6%
Revenue
$34.6 billion
NASDAQ
ABT
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at Abbott

More Healthcare Jobs

Find similar Call Center Section Manager (Dallas, TX) jobs:

NationwideDallas, TX