Customer Service Supervisor

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee the operations of the Patient Support Program (PSP), ensuring adherence to quality standards, productivity benchmarks, and compliance with set SLAs.

• Direct operational teams while assessing their performance, ensuring adherence to protocols, fostering technical development, and providing continuous feedback.

• Track operational and strategic KPIs, formulating action plans to enhance results consistently.

• Ensure that processes align with regulatory standards, internal policies, and the requirements set by pharmaceutical industry clients.

• Cultivate client relationships by engaging in operational alignment meetings, delivering results presentations, and addressing critical deviations.

• Assist in the rollout of new projects, operational workflows, and system enhancements.

• Monitor audits, quality checks, and manage operational risks effectively.

• Collaborate closely with multidisciplinary teams, including Quality, Training, Business Intelligence, Technology, Pharmacovigilance, and Customer Service.

⛳️ Requirements

• Familiarity with Patient Support Programs (PSPs).

• Background in customer service operations within the healthcare and/or pharmaceutical sectors.

• Proven experience in managing operational KPIs, such as SLA, AHT, productivity, NPS, quality, and volume.

• Proficiency in CRM tools, customer service software, and intermediate to advanced Excel skills.

• Experience in managing processes and operational workflows, with a focus on continuous improvement.

• Proven ability to manage teams and foster personnel development.

• Knowledge of pharmacovigilance, medication access, and the patient journey is a plus.

🏝️ Benefits

• Health and dental insurance.

• Pharmacy benefit: Funcional subsidizes part of the cost of your medications.

• Life insurance.

• Flu vaccination.

• Integrated health management program for employees and their dependents.

• TotalPass: access to gyms and wellness services.

• Childcare assistance.

• Extended maternity and paternity leave.

• Home office allowance (for remote positions).

• Transportation allowance (for on-site positions).

• Meal/food allowance.

• Annual Profit-Sharing Program (for eligible positions).

• Birthday day off.

• Ongoing professional development initiatives.

• Partnerships with educational institutions.

• Training platform and monthly webinars.