Summary:
As the program management supervisor, you will be responsible for supporting the day-to-day operations of the NPS Care Navigators (CN) Team that provides general case management services. The individual in this role will focus on supporting achievement of Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), productivity, quality, and customer service. Responsibilities include helping CNs access / utilize Contact Center technology and access knowledge / content to efficiently manage relevant patient support processes for customers. Critical success factors include specialization in a specific Novartis US brand and the various process/tools to handle interactions, the ability to provide direct coaching for designated agents to ensure optimal performance, and frequent contributions to operational process expansions and enhancements.

About the Role:
Your responsibilities will include, but are not limited to:
- Leading a team of case navigators at different levels, responsible for comprehensive patient case management, including inquiries,



product/program questions, and various services related to Novartis's brands.
- Supporting the day-to-day operations, managing escalations, and enhancing performance of a customer-focused contact center that serves customers through multiple channels.
- Overseeing the use of case management systems and promoting best practices to support the patient journey.
- Maintaining deep knowledge of brand programs and customer workstreams to optimize program performance.
- Escalating opportunities for improving efficiency and effectiveness of customer service to the Associate Director.
- Monitoring team performance, attendance, and quality to achieve service excellence and meet KPIs and SLAs.
- Collaborating closely with Performance Excellence to monitor call and system performance of agents.
- Ensuring monitoring outcomes are implemented at both agent and team levels.
- Scheduling coaching, huddles, and other session

📌 Program Management Supervisor Nps (Baja California Sur)
🏢 Novartis
📍 Baja California Sur