Supervisor, Inside Sales

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 at www.abbvie.com. Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok.

Job Description

AbbVie’s Austin based therapeutic Inside Sales is a professional team of virtual sales personnel that supports existing sales, operational, and marketing initiatives utilizing a set of approved best practices, job aides, and quality metrics to build lasting relationships with Healthcare Providers cross the nation.

Our team is searching for high energy, self-motivated, 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 candidate will be a strong coach, possess excellent verbal communication skills, be highly organized, flexible, self-starter, and can articulate value on a consistent basis in order to effectively develop a team of Inside Sales Representatives who foster growth of an expanding customer base through education, positive HCP interactions, and lasting relationships. Responsible for managing, organizing, and coordinating outbound and inbound inside sales programs.

Core duties include:

• Provide day-to-day supervision as well as ongoing coaching and development for a team of Inside Sales Representatives. Serve as primary point of contact for team questions and concerns, researching as necessary to provide accurate and timely response.

• In coordination with direct manager and staff, and as dictated by program needs, implement performance standards; provide coaching and performance feedback; conduct performance evaluations for team members; conduct new hire interviewing; coordinate new hire training; monitor and record absenteeism; conduct disciplinary actions, including terminations as necessary; monitor staffing levels

• Ensure team adherence to all call center policies and procedures and assigned work schedules.

• Perform administrative aspects of ongoing program support including, but not limited to, resource management, IT ticket submissions and logistics support.

• Provide reports on team KPIs, metrics, and goals at designated frequency to direct manager and/or others as requested.

• Maintain training materials, keeping current with updates as necessary

• Work with Business partners to respond to or escalate issues, examine options and alternatives, and make informed decisions addressing problems as they arise.

• Review individual metrics and performance on an ongoing basis and provide team members with relevant coaching, constructive feedback, and goals; able to inspire teamwork and respect.

• Offer recommendations to ensure successful program implementation and ongoing operation

• Manage all aspects of ongoing program support including, but not limited to, coaching, call monitoring for quality, providing ongoing training support, providing program updates and reporting

• Ensure individuals and team consistently meet and exceeds all metrics required for quality, productivity, call volume, HCP details

• Assist in the development of quality improvement programs to improve team’s performance and effectiveness, and productivity

• Assist in the development and maintenance of the Inside Sales work instructions, procedures, and training documentation

• Probe, clarify and determine program needs to develop effective solutions. Make recommendations on the best methodology and implementation methods for programs. Maximize staff utilization and program profitability.

• Respond to issues, examine options and alternatives, and make informed decisions addressing problems as they arise.

• Successfully complete training and certification as required

• Perform monthly one on ones with direct reports

• Maintain confidentiality as it relates to the performance of others, individual performance, work related issues, and HIPAA.

Qualifications

Education and/or experience

• 3+ years sales experience required, inside sales and sales leadership experience preferred

• Bachelor Degree or equivalent work related experience required

• Must possess the ability effectively coach, train, and motivate staff members

• Critical thinking and creative problem-solving skills

• Strong relationship building skills

• Highly organized, detail-oriented

• Excellent verbal and written communication

• Ability to work independently, and exercise sound judgment with regards to issue escalation

• Outstanding communication and interpersonal skills

• Knowledge of medical device, pharmaceutical, or related field

• Skills demonstrating professional phone etiquette

• Ability to use Microsoft Office, Outlook MS Word, Excel, PowerPoint

• Knowledge of Salesforce preferred

Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.

• This job is eligible to participate in our short-term incentive programs.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html