Abbott Laboratories - Barceloneta, PR

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Abbott is a global healthcare company devoted to improving life through the development of products and technologies that span the breadth of healthcare. With a portfolio of leading, science-based offerings in diagnostics, medical devices, nutritionals and branded generic pharmaceuticals, Abbott serves people in more than 150 countries and employs approximately 70,000 people.

The position is responsible for managing the day-to-day activities and workflows of the PR Service Center team. The incumbent will be accountable for all initial customer contacts in relationship to Benefits, Compensation, Employee Relations, Data Management transactions, Leave of Absence, customer escalations and problem resolution. In addition, direct responsibility for managing the implementation of various company wide projects. The supervisor also provides research and support documentation for customer escalations and problem resolution and service recovery, including primary customer contact. This position is responsible for the direct supervision, ongoing development, and effective utilization and allocation of all call center agent/associate resources. Responsible for all incoming real time and queued workloads, makes intra-day adjustments against forecasts, service level goals, planned activities and meetings, and other KPIs. Sets expectations, holds team members accountable for results and conducts Performance Excellence (PEX) program. Develops and maintains expertise in human resources, benefits, and HR systems knowledge.


Bachelors degree in Business, Human Resources or relevant field with 5 years of relevant work experience. BHR Certification desirable. (Relevant work experience include work in a call center, human resources, project management, or supervision of 5 or more employees).

Minimum of 2 years of relevant work experience (Relevant work experience include work in a call center, human resources, project management, or supervision of 5 or more employees). Minimum of 1 year of supervisory experience which may include supervising people or projects. Experience in call center highly desirable. Desired experience with Avaya ACD or similar, SAP or other CRM or Service Ticket applications, Avaya CMS Supervisor or similar. Microsoft Office applications including Word and Excel (Required), Powerpoint required. Experience with Access (helpful) Kronos Timekeeping system, HRExpress, Watson Wyatt Benefits System and AIMS is desirable. Communication skills in Spanish and English.

Significant Work Activities and Conditions

Continuous sitting for prolonged periods ( more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

Job Classification






Primary Location


USA-Puerto Rico-Barceloneta












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Filling baby bottles and treating disease... these are the habits of Abbott. Abbott Laboratories is a top health care products manufacturer....