Note: The job is a remote job and is open to candidates in USA. Allergan Aesthetics, an AbbVie Company, is dedicated to discovering and delivering innovative medicines and solutions in healthcare. The Ambassador Resource Center Program Manager is responsible for the performance management and operational oversight of vendor partners in the U.S. Patient Services, ensuring high levels of patient service and driving team performance to exceed goals.
Responsibilities
- Partner with OP’s to identify new and existing initiatives and ensure training drives operational goals
- Partner with AbbVie senior leadership to identify and drive completion of identified initiatives
- Partner with USPST to drive initiatives across patient services within ARC
- Partner with AbbVie Compliance team to drive compliance initiatives across patient services within Team Connex
- Partner with IQVIA to ensure systems training is specific to ARC and drives appropriate documentation
- Monitor quality scores through Virtual Observe, drive enhanced patient experience through training initiatives
- Partner with LO training team to continue to deliver and enhance new hire training
- Partner with senior leadership to determine appropriate topics for National Business Meetings and deliver content
- Create training content based on project and program needs with adult learning principles in mind
- Monitor approved resources to ensure they are in compliance
- Submit resources through MRL and ensure they are in compliance
- Work with a global compliance team to improve AE training across AbbVie
- Partner with LO training team to deliver appropriate training content, drive positive team culture around patient experience, and ensure alignment on training/quality and compliance goals
- Partner with Aubrey to ensure training team is meeting short term and long term goals and delivering gamified training experiences
- Call guide development and design
- Complete compliance remediation reports and partner with LO QA manager to ensure agents are appropriately coached
- Provide support to LO leadership by offering leadership training sessions prior to training the agents so they can drive performance results
- Partner with LO senior leadership to identify gaps in metrics and create training to drive performance and enhanced patient experience
- Monitor compliance via VO and Authenticx to ensure we are meeting required business standards
- Identify compliance and quality trends and create action plans to improve negative trends
Skills
- Position requires BS degree in a related area
- 4 to 5 years of Contact Center or Customer Service experience
- 2+ years of experience supporting outsourced vendor customer service operations including partnerships with international vendor
- Strong interpersonal skills to work across an organization to build strong cross-functional relationships
- The role requires strong organizational skills, strategic thinking, project management leadership skills, and strong understanding of patient services business areas
- Ability to create, develop, and implement project plans in a fast-paced environment
- Ability to clearly communicate complex and technical tasks, both written and orally
- Must also have deep problem-solving skills
- Demonstrated ability to coordinate a cross-functional team in order to achieve business objectives
- Demonstrated ability to influence others in organizations who do not have reporting linkages
- Ability to manage multiple projects at the same time and assure completion by due dates
- Demonstrated ability to manage vendors
- Demonstrated ability to manage projects and deliver results based on tight timelines
- Demonstrated history of developing programs that are customer-centric
- Ability to apply strategic thinking to the overall business, and then develop tactics that best meet the strategic initiatives
Benefits
- Paid time off (vacation, holidays, sick)
- Medical/dental/vision insurance
- 401(k) to eligible employees
- Eligible to participate in our long-term incentive programs
Company Overview
Company H1B Sponsorship