Customer Service Field Supervisor

Alere Indiana , PA 15701

Posted 1 month ago

Abbott Rapid Diagnostics is part of Abbott's Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies to support diagnostic testing which provides important information for treatment and management of diseases and other conditions.

The position of IN In-home Collector Supervisor is within our Rapid Diagnostics business located Regionally across the state of IN. This role requires you to assign the day-to-day work of 3rd Party Vendor Collectors that provide the collection of legally defensible samples for our customers.

RESPONSIBILITIES:

  • Be trained in all collection methodology and complete 3rd Party Vendor Collector induction, providing a comprehensive understanding of all collection processes and documentation for state of IN.

  • Complete regular sample collections ensuring you remain competent to deliver training and conduct audits.

  • Provide technical support and guidance to 3rd Party Vendor Collectors, as needed, to meet customers' needs

  • Hold regular team and individual communications with the 3rd Party Vendor Collectors

  • Identify and monitor collector performances and quality metrics.

  • Conduct final screening of 3rd Party Vendor candidates

  • Responsible for ensuring that collections are allocated to the closest, available and appropriately trained 3rd Party Vendor Collector.

  • Responsible for the provision of a fully covered on call-rotation for the Collection

  • Participate on an equal basis in the Indiana In-Home Supervisor rotation, providing technical support and guidance for the Network of 3rd Party Collectors, covering in and out of hours across 365 days of the year.

  • Responsible for customer complaint management and trend analysis, using trend data to reduce complaints and improve service provision. Adhere to the complaint KPI's (investigate and respond within 10 working days)

  • Conduct Collector audits in line with the audit schedule for team of 3rd Party Vendor Collector team and provide support auditing other teams as required.

  • Responsible for the management of supply inventory and equipment

  • Responsible for ensuring the 3rd Party Vendor Collectors meet Health & Safety standards which include but is not limited to:

  • Meeting the Working Time Directive (WTD) by effectively monitoring on-call and routine work ensuring the conditions are met

BASIC QUALIFICATIONS | EDUCATION:

  • Four-year degree or equivalent education and work experience.

  • Strong leadership skills with the ability to support a 3rd Party team in a busy and sometimes pressured environment.

  • A tenacious individual with a flexible approach to work.

  • Excellent verbal, written and communication skills.

  • Previous experience of managing and resolving customer queries in a timely manner.

  • IT literate with a good level of experience in Word, Excel & Outlook.

PREFERRED QUALIFICATIONS:

  • Previous experience in management of 3rd Party, remote workers.

COMPETENCIES:

  • Achieve
  • Be a role model and instilling the values of the organization, driving the understanding and importance in the overall delivery of service to the customer.
  • Grow
  • Complete tasks and other ad-hoc projects that may arise as directed by the IN In-Home Manager.
  • Drives for Results
  • Monitor and provide to 3rd Party Vendor Collectors who are failing to achieve KPI's or performance related issues which include but are not limited to:
  • Answering emergency response calls

  • Attending collections on time and with correct equipment

  • Acknowledgements of change by Collectors to the Collections Network Department (UK only?)

  • Complaints

  • Fatal Flaws and procedure failures

  • Return of samples to laboratory (timeframes and correct Laboratories based on test type)

  • Fosters Collaboration

  • Engaging with and support the implementation of change programs to further evolve the service delivery model while continuing to deliver services that meet customer expectations.
  • Focuses on Customers
  • You will be customer focused considering how we plan, forecast and approach bookings with our customers to ensure the best possible customer experience.

An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

We provide reasonable adjustments to qualified individuals with disabilities. To request a reasonable adjustment, please speak to your line manager or HR contact

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Customer Service Field Supervisor

Alere