Call Center Supervisor-Loyalty programs and call center logistics/ Abbott Nutrition Products

February 8 2021
Industries Pharmaceutical, Biotechnology
Categories Marketing, Communications, Public Relations, Customer Service, Call Centres, Customer service, Telesales, Telemarketing, Supervisor, Team leader, Human ressources, Training, Customer service, Call Center manager
Saint-Laurent, QC

At Abbott, we're committed to helping you live your best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world—in nutrition, diagnostics, medical devices and branded generic pharmaceuticals—that create more possibilities for more people at all stages of life. Today, 107,000 of us are working to help people live not just longer, but better, in the more than 160 countries we serve.

Status: Permanent, full time                                  

Location: Montréal, QC

Have you ever dreamed of being part of a dynamic and successful team? Come and join us! We are looking for individuals who, like us, are passionate about helping people live healthier lives.

If you are inspired by our commitment to innovate today for a healthier tomorrow, this role might be what you are looking for! You will be part of a team devoted to conveying Abbott's high-quality standards by delivering excellent customer care.

The Abbott Nutrition Communication team is composed of agents and senior agents with different responsibilities led by supervisors who oversee team activities. All supervisors report to the Manager of Customer Communications and support direct-to-customer activities as per business excellence standards.

They must ensure the team of agents provides customer support for the various consumer loyalty programs and responses to product-specific questions for Abbott Nutrition Canada.

Each supervisor is the lead on one of three business units:

Digital community
Loyalty programs and phone system logistics
Health care professional services and salesforce.com excellence

Each supervisor manages approximately 4 to 6 agents as they ensure that all customer interactions are handled as per Nutrition Communication standards, that established KPIs are met and that optimal services are offered in accordance with divisional objectives and directions. Although each supervisor has a specialization, all must be sufficiently familiar with and informed about each other's responsibilities and tasks to support each other as one team.

Responsibilities include but are not limited to the following:

  • Ensure that all team members enter cases in salesforce.com on the same day
  • Ensure appropriate identification of product complaints as well as compliance to all quality assurance policies and procedures, write precise and complete reports for quality assurance and follow up with customers as required 
  • Identify training needs for agents in her/his team, propose additional training sessions to the Manager of Customer Communications and ensure training curriculum for agents is up to date and in line with employees' growth plans
  • Identify and apply corrective measures to optimize the team KPIs for quality, accuracy and timeliness

Specific tasks of the Supervisor of loyalty programs and call center logistics

  • Analyzes the data obtained from IT platform dashboards to provide summaries and recommendations for the Manager of Customer Communications
  • Oversees daily functioning of the Nutrition Communication phone systems and coordinates inbound and outreach activities
  • Acts as the subject matter expert for Nutrition Communication on all telephone system logistics
  • Supervises the activities of the Head Office Reception

Requirements - Excellent understanding of team activities, Abbott Nutrition consumer programs and Membership Manager system capabilities. Experience with call center system logistics and data analysis.

Skills/Experience Requirements

  • DEC with 1 to 3 years' experience in a call center and in people management
  • Bilingual, oral and written
  • Excellent knowledge of computer software such as MS Office, rapid data entry
  • Excellent interpersonal skills
  • Developed sense of urgency
  • Ability to work efficiently on an individual and team basis
  • Ability to prioritize responsibilities to achieve department objectives
  • Flexible schedule to support the team via Abbott cell phone for weekend coverage situations or emergencies
  • Full-Time – 5 weekdays per week (36.25 hours) and possible weekend coverage for team emergencies.

Abbott Canada is committed to the hiring, advancement and fair treatment of individuals without discrimination based on factors such as race, sex, colour, ethnic or national origin, religion, disability, age, citizenship, family or marital status, political beliefs, sexual preference or other factors included in human rights legislation.

Our diversity goals for recruitment, hiring, and retention are embedded in our corporate goals, and our diversity initiatives are supported by the highest level of the organization.

We strongly believe that a diverse workforce fosters more creative and innovative thinking throughout the organization. Creating an inclusive environment, where everyone is respected and valued, enables us to leverage our diversity as a business driver and strengthens our position as a global leader.

Abbott strives to promote and maintain an inclusive, high-performing culture that allows all employees to reach their full potential and contribute to Abbott's success.

Apply now!

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