Job Description
**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 expansio...