The Account Enablement Team Lead serves as the operational backbone of the Account Enablement team, balancing hands-on customer support responsibilities with team leadership duties. This role requires strong organizational skills, sound judgment in prioritization, and the ability to serve as a trusted resource for team members and cross-functional partners.
The Team Lead plays a critical role in maintaining service quality, ensuring SLA compliance, supporting account creation and maintenance activities, driving continuous improvement, and developing team capability through training, coaching, and knowledge management. This role serves as a primary escalation point and partners closely with supervisors and leadership to support operational excellence and a positive customer experience.
- Monitor team workload and assist with prioritization of account-related requests, escalations, and customer inquiries.
- Serve as a primary resource for team questions, issue resolution, and escalation support.
- Support new account creation, account maintenance requests, EDI setup activities, and customer onboarding processes.
- Monitor service levels and aging work requests to support SLA compliance.
- Review team queues and workloads, providing assistance, reassigning work, or escalating risks when appropriate.
- Provide coverage for agents who are out of office by overseeing critical pending work and customer-impacting items.
- Assist with complex customer account issues, exception requests, and high-priority escalations.
- Partner with Sales, Customer Operations, Credentialing, Customer Service, Finance, and other cross-functional teams to resolve customer needs.
- Monitor account setup and maintenance processes to identify opportunities for increased efficiency, quality, and customer satisfaction.
- Complete quality assurance reviews and support quality improvement initiatives.
- Facilitate training, coaching sessions, and knowledge-transfer activities.
- Onboard and train new hires, supporting successful integration into Account Enablement processes and systems.
- Maintain and update training materials, process documentation, job aids, and knowledge articles.
- Support implementation of process improvements, system enhancements, and operational projects.
- Assist leadership with reporting, trend analysis, workload monitoring, and operational readiness activities.
- Follow up on escalated customer requests and support timely communication with stakeholders.
- Execute special projects and additional duties as assigned by leadership.
Key AbbVie Competencies
- Positive "all for one" approach to team priorities and deliverables.
- Builds strong relationships that enable collaboration and higher performance.
- Learns quickly, grasps the essence, and adapts to changing priorities and business needs.
- Demonstrates ownership and accountability for customer and operational outcomes.
- Creates a learning environment and is open to suggestions.
- Raises the bar and continuously seeks opportunities to improve processes and customer experiences.
- Displays sound judgment and professionalism in decision-making.