Teleservice Supervisor

Austin, TX, United States
Nov 12, 2020
Required Education
Bachelors Degree
Position Type
Full time
About AbbVie
AbbVie's mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, women's health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at . Follow @abbvie on Twitter , Facebook , Instagram , YouTube and LinkedIn .

Position Overview

Austin's based therapeutic Inside Sales is a professional team of inside sales personnel that supports existing field sales, operational, and marketing initiatives utilizing a set of approved best practices, job aides, and quality metrics to build lasting relationships with Healthcare Practices across the nation.

Our team is searching for high energy, self-motivated, results-driven, dynamic individuals wishing to join a team environment that values individual and team achievement. Candidates must be able to work in a fast-paced environment with a continued focus on utilizing phone and other channels to create, nurture, and expand relationships with healthcare professionals to achieve brand objectives.

Successful candidates will possess excellent communication skills, be highly organized, flexible, self-starter and can articulate value on a consistent basis in order to foster growth of an expanding customer base through creating positive customer interactions and lasting relationships. Responsible for managing, organizing, and coordinating outbound and/or inbound call center programs. The Inside Sales Supervisor must ensure that program objectives are met and directly manages a team of Inside Sales Representatives and the functions necessary to support their productivity.

The employee must conduct their work activities in compliance with all internal requirements and with all applicable regulatory requirements. Internal requirements include compliance with ethics, environmental health and safety, financial, human resources, and general business policies, requirements and objectives.

Main Areas of Responsibilities
  • Recruit and train a professional Inside Sales team to ensure successful program launch.
  • Maintain ongoing program success by effectively managing daily performance and operations of the Inside Sales team.
  • Coach and develop Inside Sales Representatives who can successfully market company products consistent with the company's quality, reputation and business objectives.
  • Ensure the Inside Sales team consistently meets and exceeds all metrics required for quality, sales productivity, and call volume.
  • Supervise and coordinate all functions necessary to maximize the daily productivity of the Inside Sales team and ensure customer and business needs are met while performing such duties.
  • Conduct call and performance-monitoring, coaching, counseling, and employee development activities to maximize sales focus and produce results on all sales calls.
  • Maintain close liaison with Program Managers and outside sales team to effectively carry out program objectives.
  • Assign individuals to work schedules designed to meet business needs; ensure staff adherence to assigned work schedules; develop a contingency plan to maintain adequate coverage levels in the event of staff shortages.
  • In coordination with direct manager and staff, and as dictated by program needs: conduct performance evaluations and monthly one on ones with direct reports; monitor and record absenteeism; conduct disciplinary actions, including terminations.
  • Develop relevant performance reports for KPIs and metrics and provide at designated frequency to direct manager and/or others as requested.
  • Anticipate and respond to issues, examine options and alternatives, and make informed decisions addressing problems as they arise.
  • Inspire commitment to individual and team success; remain calm in all situations; provide constructive feedback.
  • Successfully complete training, certification and launch of program and attend sales training and sales meetings as required.
  • Maintain confidentiality as it relates to the performance of others, individual performance, work related issues, and safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).



The following listed requirements need to be met at a minimum level to be considered for the job:
  • Must possess the ability to train, inspire and motivate staff members.
  • Excellent verbal and written communication skills.
  • Solid relationship building, critical thinking and creative problem-solving skills
  • Highly organized and detail-oriented
  • Ability to work independently, and exercise sound judgment regarding issue escalation.
  • Outstanding customer experience, communication, and interpersonal skills.
  • Knowledge of medical device, pharmaceutical, or related field.
  • Motivated by individual and team achievement.
  • Ability to operate in a fast-paced and dynamic business environment and be prepared to develop and execute strategies.
  • Proven ability to plan, evaluate and effectively present ideas and concepts to groups
  • Ability to use Microsoft Office, Outlook MS Word, Excel, PowerPoint

Preferred Skills/Qualification

The below skills are attributes that may not be mandatory, but are definitely desired in the ideal candidate.
  • 2+ years supervisory experience preferred
  • 4+ years sales experience, inside sales experience preferred
  • Knowledge of Salesforce

  • Bachelor's degree or equivalent work-related experience required

Job Type


Equal Employment Opportunity
At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.