Supervisor, Customer Support

The Supervisor, Customer Support drives performance through coaching and feedback to agents and partnering with Sr. Supervisors in managing all patient life cycle process for four to six commercial products. Through real-time coaching of performance and behaviors, the Supervisor role emphasizes core values and overall customer service effectiveness within the Universal Patient Services Team. Innovation in this role will be essential in the drive for improved performance. Supervisors will manage teams of approx. 12-16 direct reports.

Key Responsibilities

• Develop business plans, validate metrics, identify leading/lagging indicators and action plans to achieve business targets. Strategic accountability in the management of Incoming call volume and act as thought partner for overall Division manager in determining strategies to achieve targets. Assess environmental signals and potential impact to strategy, recommend mitigation plans.
• Domain expertise in all therapeutic areas and full lifecycle processes. Solve customer issues that may arise across all therapy areas and all process workgroups within area of responsibility. Solve business plan gaps and issues identified through trend analysis and metric indicators.
• Evaluate current processes and technology; develop recommendations and business case for improvement. Partner with cross functional teams, Process Improvement/Six Sigma to increase effectiveness and efficiency of team.
• Manage team of approx. 12-16 direct reports supporting the process of patients and customers for 4-6 Commercial products. Develop assessment and resource plans, partner with internal departmental teams (quality, training, compliance, and reporting) to ensure optimal support and programs are provided. Compliance monitoring with designated front line staff to ensure proper Adverse Event and Product Compliant reporting. Ensure process/protocol compliance, drive employee engagement, coach for performance improvement, understand nuances of performance management and execute sound business judgment. Effective management of employee relations issues. Quality Monitoring with designated front line staff to assure compliance and World Class service.
• Communicate effectively. Ability to cascade messaging in a clear, concise and timely manner. Familiarity with Change Management principles and ability to pull through key themes through all activities.
• Must be able to work an 11am-8pm Shift
• 1-3 years’ experience leading and driving performance targets for a team
• Preferred Experience with Contact CenterBachelors required, Masters preferred

The Supervisor, Customer Support drives performance through coaching and feedback to agents and partnering with Sr. Supervisors in managing all patient life cycle process for four to six commercial products.