Coordinates resources and sets daily priorities to meet operational objectives.

Accountable for the results of medium-sized routine support or operations teams.

Requires specialized field of knowledge that use their judgment to apply expertise.

To the growth of individual team members by building strong relationships and works to build customer relationships by creating a positive customer experience.

Ensure customer data is uniform, complete, accurate, and compliant.

Create and provide revolving analytical data of call/email patterns, agent efficiency analysis, statistical analysis.

Works with Training and Quality teams to maintain Credentialing knowledgebase.

Works with customers, sales reps, internal departments and BTS when issues arise.

Manages escalations and provides updates to leadership when needed.
Monitors queues/inboxes and directs resources as needed.

Leadership/Teamwork/Communication

Compliance with all Allergan internal requirements and with all applicable regulatory requirements.
• Allergan internal requirements include compliance with ethics, environmental health and safety, financial, human resources, and general business policies, requirements and objectives.
• Attends meetings with business partners from Customer Operations
• Effectively communicates with all levels of the business
• Provides coaching, training, mentorship, and recommendations to team
Works with HR and ER for employee growth, development and opportunities