Performance Excellence Senior Analyst

hace 2 semanas

Xico, México Novartis México A tiempo completo

Performance Excellence Senior Analyst – Novartis MéxicoSummaryThis role is responsible for evaluating the performance of people, processes, and tools that deliver outstanding Contact Center performance in the Patient Support Center (PSC).The PSC is a Novartis-managed, internal NPS Contact Center staffed by patient-facing roles such as Patient Navigator, Reimbursement Specialist, Case Navigator, and Intake Specialist.Key ResponsibilitiesEnsure consistent and compliant use of approved communication techniques and Work Process Document (WPD) procedures by coaching and delivering feedback to PSC team members, including Case Management, Patient Navigators, and Reimbursement staff.Evaluate customer-facing PSC role use of approved talking points, FAQs, knowledge articles, and program processes.Assess effective customer-centric listening and satisfactory communication skills.Audit accurate and efficient use of job aids and CRM/telephony-based systems (e.G., Genesys, NICE, Verint, Qlik, Tableau).Serve as a subject-matter expert for special or critical case quality issues, coordinating with Performance Excellence Leadership, NPS Quality & Standards, Safety, and workforce management teams.Collect, review, and report adverse events via Novartis systems in accordance with relevant processes.Participate in team meetings, agent training programs, performance and metric review presentations, and document preparation.Adapt work schedule to meet business needs, including possible work on Novartis US IM holidays.Travel to other Novartis sites as required.QualificationsBachelor's degree required.2–5 years of contact-center or related performance-monitoring experience.Strong communication skills: active listening, detailed feedback, documentation, paraphrasing.1–3 years supporting cross-functional stakeholder performance-review sessions.Experience with monitoring systems such as Genesys, NICE, Verint, or similar.Proficient with MS Office (Excel, PowerPoint, Teams, Word).Ability to identify and implement agent process improvements that impact customer and agent satisfaction.Successful team player comfortable working across remote and onsite teams.Preferred ExperienceExperience supporting an NPS hub operation for reimbursement and case services.Knowledge of commercial and government-insured patient reimbursement programs (copay, savings cards, vouchers, free-trial offers, prior authorization, benefit investigation/verification, appeals, and payer policies).Proficiency with dashboard reporting tools such as Qlik or Tableau.Bi-lingual Spanish and English (high proficiency in reading, writing, and speaking).Location & ScheduleRole is based in México City, México and is hybrid, combining onsite and remote work hours.Must be flexible on schedule and hours (8 am – 5 pm, 9 am – 6 pm ET).May be required to work Novartis US IM holidays as needed.Benefits and RewardsRead our handbook to learn about all the ways we'll help you thrive personally and professionally: Novartis Benefits and RewardsSeniority LevelMid-Senior levelEmployment TypeFull-timeJob FunctionResearch, Analyst, and Information TechnologyIndustriesPharmaceutical ManufacturingWhy Novartis?Helping people with disease and their families requires more than innovative science.It takes a community of smart, passionate people who collaborate, support, and inspire one another to achieve breakthroughs that change patients' lives.Ready to create a brighter future together?Read more about our strategy and culture#J-*****-Ljbffr

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