Senior Performance Excellence Analyst: Enhancing Patient Services
hace 1 semana
Company Overview
">Novartis Farmacéutica is at the forefront of transforming patient support services in the biopharmaceutical industry. With a focus on accessibility and customer-centricity, we strive to deliver exceptional patient experiences.
">About the Role
">This Senior Performance Excellence Analyst position plays a vital role in evaluating the performance of contact center operations. As part of our Patient Support Center team, you will analyze key performance indicators (KPIs) to identify areas for improvement and develop strategies to enhance customer satisfaction and agent productivity.
">Responsibilities
">Key responsibilities include:
">- ">
- Evaluating customer-facing PSC roles' use of approved talking points, FAQs, and knowledge articles">
- Analyzing effective customer-centric listening and communication skills">
- Assessing accurate and efficient use of program processes and job aids">
- Reviewing CRM and telephony-based systems tools employed to support patients, caregivers, payors, and/or HCPs via phone and other support channels">
- Developing and implementing training programs for agents">
- Collaborating with Performance Excellence leadership, NPS Quality & Standards, Safety, and PSC Case Management, Reimbursement, and Workforce Management teams to maintain overall program quality">
Requirements
">To be successful in this role, you will need:
">- ">
- 2-5 years of experience in contact center or related performance monitoring">
- 1-3 years of experience supporting cross-functional stakeholder performance review sessions">
- Working knowledge of monitoring systems such as Genesys, NICE, Verint, or other solutions">
- Proficiency in MS Office applications, specifically Excel, PowerPoint, Teams, and Word">
- Use of systems and resources to identify areas to improve agent processes and performance that impact engagement, both customer and agent satisfaction">
Preferred Qualifications
">A bachelor's degree in a relevant field and experience working in a NPS hub operation supporting reimbursement, case services would be an asset.
">Benefits
">We offer a competitive salary of $83,000 per year, plus benefits including health insurance, retirement savings plan, and paid time off. This role is based in Mexico City, MX and is hybrid combining both on-site and remote work hours.
">About Novartis
">At Novartis Farmacéutica, we are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.
">Equal Employment Opportunity
">Novartis Farmacéutica is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment where everyone feels valued and respected.
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