Abbott HR Service Center Supervisor in Lima, Peru
Responsible for compliance with applicable Corporate and Divisional Policies and procedures.
Troubleshoots and resolves customer issues by partnering with all Service Center areas, Practice Centers, BHR, Payroll, and/or legal. Serves as a resource to Service Center partners to meet metrics and customer satisfaction.
Understands business systems (e.g. Avaya, Workday, CRM) to provide guidance on complex transactions and provides detailed reports along with process improvement recommendation to management.
Conducts remote and desk side observation program of associates, providing feedback and setting performance expectations for quality, professionalism, and effective use of resources.
Creates coaching plans and developmental action plans. Conducts Performance Excellence review for agents/associates including 90-day, mid-year and annual reviews. Identifies root causes, process and service gaps, roadblocks to quality customer service, opportunities for process and agent performance, and gathers and disseminates voice of the customer feedback.
Maintains readiness to perform agent/associate position by attending all agent training, and for diagnostic purposes works the agent role periodically, as necessary.
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call 224-667-4913 or email email@example.com