Contact Center Supervisor (Customer Service, Process & Quality Supervisor/Lead)

AbbVie's mission is to discover and produce innovative medicines that provide solutions for serious health problems of today while addressing the medical challenges of tomorrow. We strive to transform people's lives in several key therapeutic areas such as immunology, oncology, neuroscience, ophthalmology, virology, in addition to products and services from our Allergan Aesthetics portfolio. We are proud to be a Great Place to Work company.

General Summary: Responsible for leading, motivating, and developing teams in customer service environments, ensuring operational excellence, regulatory compliance, data quality, and positive client/patient experiences. The role encompasses supervising daily activities, managing KPIs, addressing complex issues, driving continuous improvement projects, regulatory compliance, cross-departmental coordination, and staff training/coaching.

Key Responsibilities:

• Lead teams in administrative customer service tasks, order management, data analysis, problem resolution, complaint handling, and post-sales processes.
• Supervise adherence to quality standards, policies, internal/external procedures, and team performance metrics.
• Guide the team in solving complex issues, escalations, audits, and improvement projects.
• Manage workload, shift planning, staffing adjustments, and resources to ensure productivity and target achievement.
• Provide coaching, mentoring, performance evaluations, and initial/ongoing training sessions for team development.
• Implement and support corporate, local, regulatory, and process/system/tool improvement initiatives (including ERP and tech platforms).
• Document development sessions, status reports, staff needs, and administrative support (e.g., payroll, evaluations, reporting).
• Ensure information confidentiality, regulatory compliance (FDA, HIPAA, GMP, ISO 13485), and good documentation practices.
• Participate in quality management processes: CAPAs, internal/external audits, change controls, error tracking, and handling medical device/service complaints.
• Collaborate with cross-functional teams: sales, logistics, regulatory, IT, finance, quality, HR, among others.
• Serve as technical reference and point of contact for process, system, and operational practice topics.
• Stay updated on process, technology, policy, and regulatory changes.

• University degree (administrative, engineering, sciences, technology, pharmacy, biology, chemistry, or related field), or equivalent experience.
• Minimum 3 years of team-leading experience in customer service, quality, process, or support in regulated environments (preferably shared services, medical devices, pharmacy).
• Previous supervisory experience and project execution in improvement initiatives.
• Strong knowledge of operational systems (ERP, MS Office, reporting tools).
• Advanced written and verbal communication skills (advanced/ fluent English and Spanish as required), data analysis, organization, and presentation abilities.
• Ability to manage confidential information and processes under pressure, results-focused, detail-oriented, urgent, and flexible.
• Regulatory knowledge as applicable: FDA 21 CFR part 803/820, EU MDR, ISO 13485, HIPAA (preferred).
• Skills in coaching, mentoring, talent management, problem-solving, negotiation, and continuous improvement orientation.
• Desired experience in medical devices, pharmaceutical, insurance, hospital, or contact center fields.

 At AbbVie, we are committed to cultivating a workplace culture that promotes inclusion, diversity, and personal growth. We recognize that our collective success is based on the individual well-being of our employees, which is why we have designed a benefits package that considers every aspect of their lives.

• Enhanced Health and Wellness Coverage: Our administrative staff enjoys comprehensive medical and dental insurance, ensuring peace of mind for you and your loved ones.
• Extended Vacation: We believe in the balance between work and personal life for our administrative team. That’s why we offer additional vacation days, beyond legal requirements.
• Flexible Hybrid Work Model: For eligible positions within our administrative staff, we have adopted a hybrid work scheme allowing the convenience of working from home two days a week.
• Life Insurance: Secure your family’s future with our life insurance policy.  
• Employee Assistance Program (EAP): Access professional support with our comprehensive EAP, offering psychological, legal, and financial counseling.
• On-Site Health Services: Benefit from the convenience of having a company doctor and physical therapy services, demonstrating our commitment to your health and well-being.
• Community and Social Engagement: Make a difference with a paid volunteer day, allowing you to contribute to the community during company working hours.
• Special Leave Benefits: Celebrate your life achievements with extra leave days for marriage and enjoy your birthday with a day off.
• Employee Stock Purchase Plan: Participate in our company's success by purchasing shares at a special price exclusive to employees.
• Transportation and Meals allowance.
• Solidary Association: Join a community focused on mutual help and enjoy the benefits that come with being a member.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled. 

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html