Real-Time Coordinator

1 month ago

South Chicago Heights, Illinois, United States AbbVie Full time

Company Description

AbbVie's mission is to discover and deliver innovative medicines and solutions 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, and eye care and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us

Follow @abbvie onTwitter,Facebook,Instagram,YouTubeandLinkedIn.
Job Description

This position can work remote anywhere in the US or Puerto Rico.

Collaborate with internal stakeholders to review, revise, and update the coverage plan for the day.Manage agent skills in the telephony application (Five9) to ensure the flow of telephone call volumes. Conduct regular reviews agent skilling matrices for accuracy and updates.Monitor agent telephone activity in real-time to maintain coverage during operating hours. Coordinate with functional management to address any schedule deviations by agents.Prepare communication for daily business collaboration meetings.Monitor Key Performance Indicators (KPIs) that measure productivity, effectiveness, and schedule adherence.Update WFM processes and training materials as needed due to updates provided by business stakeholders and other business directional changes.TroubleshootReview newly issued and revised documents and assess the impact to the organization in collaboration with functional leadership. Design and develop business process models for quality documents in Development. Maintain system standards to ensure a consistent and seamless user experience.Process onboarding requests to ensure access to the proper work systems and assignments.Other projects and responsibilities as assigned.
Qualifications
High School Diploma or GED is required. A bachelors degree or an US equivalent degree is preferred.2+ years of Workforce Management experience or 4+ years of related call center experience is required. Experience in Pharma or other highly regulated industries is a plus.Proficient in Microsoft Office (Excel, Word, PowerPoint, etc.).Outstanding interpersonal skills, including excellent verbal and written communication to effectively communicate and present information in a clear and concise manner to all stakeholders.Exhibits strong analytical and critical thinking, leadership qualities, and problem-solving capabilities.Solid understanding of systems operations and demonstrated excellent planning, organizational, and time management skills with the ability to support and prioritize multiple areas, both independently and as part of a team.This position will report to a manager level and does not have direct reports.
Additional Information
Applicable only to applicants applying to a position in any location with pay disclosure requirements under state orlocal law: The compensation range described below is the range of possible base pay compensation that the Companybelieves ingood faith it will pay for this role at the timeof this posting based on the job grade for this position.Individualcompensation paid within this range will depend on many factors including geographic location, andwemay ultimatelypay more or less than the posted range. This range may be modified in thefuture. We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick),medical/dental/visioninsurance and 401(k) to eligibleemployees. This job is eligible to participate in our short-term incentiveprograms. Note: No amount of payis considered to bewages or compensation until such amount is earned, vested, anddeterminable.The amount and availability of any bonus,commission, incentive, benefits, or any other form ofcompensation and benefitsthat are allocable to a particular employee remains in the Company's sole andabsolutediscretion unless and until paid andmay be modified at the Companys sole and absolute discretion, consistent withapplicable law. AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion. It is AbbVies policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because 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, status as a protected veteran, or any other legally protected group status. US & Puerto Rico only - to learn more, visit

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