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Supervisor, Customer Care Job. Job in Berkeley Heights, New Jersey, United States in Celgene Corporation. Nelest.com
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Supervisor, Customer Care Job

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Job ID:

23213

Location:

Berkeley Heights, NJ 

Job function:

General Management
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Posted:

03.11.2016

Employment Type:

Full time

Industry:

Healthcare / Pharma
col-wide   

Title:

Supervisor, Customer Care Job

Job Description:

Celgene is a global biopharmaceutical company leading the way in medical innovation to help patients live longer, better lives. Our purpose as a company is to discover and develop therapies that will change the course of human health. We value our passion for patients, quest for innovation, spirit of independence and love of challenge. With a presence in more than 70 countries, and growing - we look for talented people to grow our business, advance our science and contribute to our unique culture.

Summary/Scope

The Supervisor of Customer Care is responsible for operational excellence in the execution of day to day tasks as it relates to ensuring compliance by patients, prescribers, and pharmacies with the REMS programs in a call center setting. Directly develops and supervises a team of Customer Care representatives and collaborates with other Supervisors in the call center to ensure consistent and fair implementation of procedures and policies. Responsible for ensuring appropriate staffing levels and accurate scheduling of labor hours is in place to meet Service Metric goals. Shares responsibility with other Supervisors in providing management coverage of call floor 8AM to 8PM, Monday through Friday.

Responsibilities may include, but are not limited to, the following
1. Supervise daily call center operational functions and responsibilities of representatives to ensure service delivery metrics are met.
2. Create staffing schedules and monitor adherence, reconcile payroll, and coordinate time off the call floor for training, vacation, and project work.
3. Analyze incoming workload and create accurate forecast for staffing and scheduling requirements
4. Maintain complete knowledge of all tasks in order to ensure accuracy and efficiency in performance.
5. Assess performance of representatives to ensure appropriate information is released to the customer in an accurate, consistent manner that complies with FDA regulations, U.S. REMS SOPs, and technical and service delivery standards.
6. Monitor calls to observe employee performance as it applies to service delivery, technical accuracy, and conformity to company and departmental policies.
7. Monitor individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of performance goals.
8. Maintain harmony among staff and resolve grievances.
9. Provide timely feedback through ongoing coaching and development utilizing established coaching and feedback standards within Customer Care.
10. Serve as Subject Matter Expert for REMS processes supported by Customer Care and service standards established for Customer Care.
11. Recruit and develop representatives by ensuring appropriate training is provided for their role/s, designing SMART goals, closely monitoring development and assessing skill and knowledge level, conducting performance reviews, and effectively designing plans for development.
12. Assist with escalated issues in accordance with documented policies and procedures.
13. Maintain correspondence with external partners including Drug Safety, Medical Information, Order Management, Quality Systems, Commercial Team, HR, and other departments regarding Customer Care issues as needed.
14. Assist in the updates of new or existing work instructions and SOPs. Identify, recommend, create, and implement improved documents.
15. Rotate coverage for evening hours and holidays with peer Supervisory staff to ensure coverage for all hours of operation between 8AM and 8PM.
16. Compile data and assist with the preparation of routine departmental reports.
17. Additional projects or responsibilities as assigned.
18. Provide communication and follow up to ensure representatives are fully informed of all new information related to procedures, customer needs, company related issues, changes or actions.

Job Requirements:


Prerequisites
- Bachelor's degree preferred
- Minimum of 2 years people management experience
- Previous call center experience preferred

Competencies/Knowledge Required
- Customer Focused

- Experience with FDA REMS programs a plus

- Proficient in MS Word, PowerPoint, Excel

- Excellent verbal and written communication skills and listening skills.

- Team building and people management skills

- Organization and strong time management skills

- Flexible team player with the ability to prioritize and multi-task

- Strong critical thinking/analytical skills and attention to detail

- Occasional travel required (<,5%)

Celgene is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status.

Celgene complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must have authorization to work for Celgene in the U.S.

*LI-JK1

Travel: Yes, 5 % of the Time

Zip Code:

07922

Company Info
Celgene Corporation
86 Morris Avenue
Summit, NJ, United States

Phone: +1-908-673-9000, +41 32 729 85 00, 1-908-673-9800, 1-908-673-9800
Web Site: www.celgene.com

Company Profile

Company Info


Celgene Corporation
86 Morris Avenue
Summit, NJ, United States
Phone: +1-908-673-9000, +41 32 729 85 00, 1-908-673-9800, 1-908-673-9800
Web Site: www.celgene.com

Supervisor, Customer Care Job

col-narrow-left   

Job ID:

23213

Location:

Berkeley Heights, NJ 

Job function:

General Management
col-narrow-right   

Posted:

03.11.2016

Employment Type:

Full time

Industry:

Healthcare / Pharma
col-wide   

Title:

Supervisor, Customer Care Job

Job Description:

Celgene is a global biopharmaceutical company leading the way in medical innovation to help patients live longer, better lives. Our purpose as a company is to discover and develop therapies that will change the course of human health. We value our passion for patients, quest for innovation, spirit of independence and love of challenge. With a presence in more than 70 countries, and growing - we look for talented people to grow our business, advance our science and contribute to our unique culture.

Summary/Scope

The Supervisor of Customer Care is responsible for operational excellence in the execution of day to day tasks as it relates to ensuring compliance by patients, prescribers, and pharmacies with the REMS programs in a call center setting. Directly develops and supervises a team of Customer Care representatives and collaborates with other Supervisors in the call center to ensure consistent and fair implementation of procedures and policies. Responsible for ensuring appropriate staffing levels and accurate scheduling of labor hours is in place to meet Service Metric goals. Shares responsibility with other Supervisors in providing management coverage of call floor 8AM to 8PM, Monday through Friday.

Responsibilities may include, but are not limited to, the following
1. Supervise daily call center operational functions and responsibilities of representatives to ensure service delivery metrics are met.
2. Create staffing schedules and monitor adherence, reconcile payroll, and coordinate time off the call floor for training, vacation, and project work.
3. Analyze incoming workload and create accurate forecast for staffing and scheduling requirements
4. Maintain complete knowledge of all tasks in order to ensure accuracy and efficiency in performance.
5. Assess performance of representatives to ensure appropriate information is released to the customer in an accurate, consistent manner that complies with FDA regulations, U.S. REMS SOPs, and technical and service delivery standards.
6. Monitor calls to observe employee performance as it applies to service delivery, technical accuracy, and conformity to company and departmental policies.
7. Monitor individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of performance goals.
8. Maintain harmony among staff and resolve grievances.
9. Provide timely feedback through ongoing coaching and development utilizing established coaching and feedback standards within Customer Care.
10. Serve as Subject Matter Expert for REMS processes supported by Customer Care and service standards established for Customer Care.
11. Recruit and develop representatives by ensuring appropriate training is provided for their role/s, designing SMART goals, closely monitoring development and assessing skill and knowledge level, conducting performance reviews, and effectively designing plans for development.
12. Assist with escalated issues in accordance with documented policies and procedures.
13. Maintain correspondence with external partners including Drug Safety, Medical Information, Order Management, Quality Systems, Commercial Team, HR, and other departments regarding Customer Care issues as needed.
14. Assist in the updates of new or existing work instructions and SOPs. Identify, recommend, create, and implement improved documents.
15. Rotate coverage for evening hours and holidays with peer Supervisory staff to ensure coverage for all hours of operation between 8AM and 8PM.
16. Compile data and assist with the preparation of routine departmental reports.
17. Additional projects or responsibilities as assigned.
18. Provide communication and follow up to ensure representatives are fully informed of all new information related to procedures, customer needs, company related issues, changes or actions.

Job Requirements:


Prerequisites
- Bachelor's degree preferred
- Minimum of 2 years people management experience
- Previous call center experience preferred

Competencies/Knowledge Required
- Customer Focused

- Experience with FDA REMS programs a plus

- Proficient in MS Word, PowerPoint, Excel

- Excellent verbal and written communication skills and listening skills.

- Team building and people management skills

- Organization and strong time management skills

- Flexible team player with the ability to prioritize and multi-task

- Strong critical thinking/analytical skills and attention to detail

- Occasional travel required (<,5%)

Celgene is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status.

Celgene complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must have authorization to work for Celgene in the U.S.

*LI-JK1

Travel: Yes, 5 % of the Time

Zip Code:

07922
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