Customer Service Supervisor

Key Responsibilities

• Oversee daily customer service activities across phone, email, and case systems.
• Coach and develop the team through regular feedback and structured performance management.
• Manage service and productivity performance, addressing backlogs and quality issues promptly.
• Act as escalation point for complex cases, ensuring clear communication and timely resolution.
• Lead quality reviews and calibration to improve consistency and customer satisfaction.
• Partner with sales, supply chain, logistics, quality, finance, and information technology teams to resolve issues.
• Maintain and refine procedures and knowledge materials, ensuring consistent team adoption.
• Support resource planning, including scheduling, coverage, and onboarding.
• Prepare and present performance insights, trends, and improvement actions to management.
• Encourage use of digital and analytical tools to strengthen operational insight and decision making.

Essential Requirements

• Bachelor’s degree in business, supply chain, communications, or a related field, or equivalent practical experience.
• Three to six years of experience in customer service or customer operations, including people leadership responsibility.
• Proven ability to lead teams, provide structured feedback, and manage performance in a service environment.
• Strong experience managing service levels, workloads, and productivity targets in daily operations.
• Ability to analyze performance data, identify root causes, and translate insights into practical improvements.
• Confident communicator who can collaborate across functions and manage complex customer situations.
• Fluent English language knowledge.

Commitment to Diversity and Inclusion

Novartis is committed to building an outstanding, inclusive work environment and diverse team representative of the patients and communities we serve.