Director, Customer Outreach

Lake County, IL, US
Oct 12, 2018
Required Education
Bachelors Degree
Position Type
Full time
To create a culture of process improvement, employee development, performance measures, project prioritization, and; to develop successful solutions by directing and leading the contact Center in-order to translate business vision into broad and actionable strategies.

In addition this individual will help shape our culture, our organization to help make a remarkable impact on Abbvie customers.

Key Responsibilities Include:
  • Assures that the Contact Center operates in a manner compliant with quality system requirements in providing assistance to health care professionals and consumers on medical information and adverse event case intake and follow-up.
  • Develops, monitors, and communicates operations performance metrics. Participates in governance process for technology solutions used by the PPS Contact Center.
  • Ensures organizational staffing is sufficient to support business and compliance needs.
  • Translates business vision into broad and actionable strategies for contact center across all therapeutic areas and call types.
  • Proactively identifies, evaluates, develops and implements Contact Center process and system improvements in support adverse event, product quality and medical information intake, processing and follow-up.
  • Manages department budgets and projects future financial and resource needs.
  • Responsible for quality and compliance, interpretations of industry guidelines and connection to stakeholders for change in regulation and expectations/ requirements in contact center work. Review and comment on draft regulatory guidance.
  • Develop staffing model for contact center, standardize training, compliance and quality assessments and provide change leadership for technology and process improvement.
  • Ensures appropriate interfaces with all involved functional areas are identified and in place for timely and efficient collaboration.


  • Bachelor's degree with related health sciences background, licensed healthcare professional required. RN, BSN, BS, BS Pharm, PharmD or advanced degree preferred. Candidates lacking the appropriate degree but with equivalent previous management or leadership experience may be considered.
  • Prefere 5+ Years in call center and customer contact industry with a preference for health related call center experience.
  • 7+ Years in management.
  • Must have demonstrated extensive knowledge in call center function and building effective working relationships across functions and geographic locations.
  • Must have proven organizational, project management and leadership skills with the ability to lead Contact Center organization
  • Prior experience in resource planning.
  • Must resolve conflicts, remove barriers and generate innovative ways to ensure teams achieve organizational goals.
  • Requires problem solving abilities at both strategic and operational levels to motivate and lead major change initiatives.
  • Ability to analyze organization needs and design structures that have the organizational flexibility to meet changing business and regulatory requirements; that drive decisions to accomplish critical business goals while fostering a collaborative environment.
  • Ability to make difficult decisions with relatively little data and provide leadership to implement new technology and process improvements.