Program Manager, Immunology Complete Center, Tele-Experience

Lake County, IL, US
Sep 19, 2018
Science/R&D, Immunology
Required Education
Bachelors Degree
Position Type
Full time
HUMIRA Complete is an industry leading coordinated care platform that has transformed the HUMIRA business by providing unparalleled patient support, resulting in improved brand loyalty and patient satisfaction. This program has expanded to provide support to AbbVie Immunology products. A key component of this platform is the Complete Specialist, who supports over 250K patient calls per year. These specialists are the primary point of contact for customers calling into our program and support Immunology patients' onboarding into our patient support program(s). The Program Manager for Immunology Complete Tele-Experience will report to the Director, Tele-Experience and Telephony Operations, and is primarily responsible for Operational oversight and performance management of the Complete Team with a focus on the quality of patient experience through the contact center.

Key Responsibilities include:

Contact Center Operations
  • Manage the Complete Specialist team, providing day to day oversight and insuring these specialists are achieving or exceeding all operational KPI's
  • Accomplishes contact center human resource objectives through partnering and directing vendor(s) through recruitment and selection, orientation and training, of new Complete specialist. Additionally, responsible for agent quality through call monitoring, mystery calls, report analysis and agent focus groups.
  • Identify opportunities to improve the customer experience through call monitoring, survey analyses, or any other appropriate means.
  • Utilize performance data to identify progress in developing talent on a quarterly basis.
  • Leverage the post call survey to identify monthly trends and opportunities as well as our success in implementing survey solution into new programs and brands.
  • Review performance data to develop an Agent Talent profile
  • Develop and monitor contact center metric reporting, and take action as needed to assure KPI's are achieved. Synthesize data/insights and apply this information to program refinement and new initiatives development
  • Analyze contact center volume and project future volume based on brand dynamics and future initiatives, and develop contact center staffing requirements based on current and projected demand. Presents Complete Specialist performance results and trends to senior management
  • Based on opportunities identified through call monitoring or new brand team initiatives, develop recommendations on new scripts and call campaigns to support business initiatives.
  • Ensure staff is knowledgeable of all patient access challenges as well as new program enhancements and solutions
  • Supports, as needed, patient escalations using SOPs and defined business rules and ensures the documentation of all ongoing and newly implemented SOPS

Basic Qualifications:
  • 4-year Bachelor's Degree
  • Vendor Management, preferably in a customer service environment
  • At least 5 years working with and having responsibility for managing a staff (internal/external)
  • Demonstrated experience and successful outcomes in achieving the tasks outlined in the core job responsibilities
  • At least 3 years working in consumer marketing or customer service
  • Demonstrated experience and successful outcomes in achieving the tasks outlined in the core job responsibilities
  • Understanding of contact center operations and requirements related to a FDA regulated environment

Key AbbVie Competencies:
  • 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
  • Proven ability to negotiate in order to achieve win-win business outcomes
  • Ability to manage multiple projects at the same time and assure completion by due dates
  • Ability to clearly communicate complex and technical tasks, both written and orally.
  • 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