Senior Supervisor- - Case Management

**Summary**:As the Supervisor, Case Management you will be working under the direction of the Associate Direc-tor, Case Management.This position is responsible for supporting the day-to-day operations of the NPS Case Management (CM) Team that provides specialty end-to-end case management services for a single brand.The individual in this role will focus on supporting achievement of Key Performance In-dicators (KPIs) and Service Level Agreements (SLAs), productivity, quality, and customer service.Re-sponsibilities include helping CMs access / utilize Contact Center technology and relevant knowledge content to efficiently conduct case management and access 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 perfor-mance, and frequent contributions to operational process expansions and enhancements.
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