Sr. Supervisor, Customer Support- Specialty

Biogen•Research Triangle Park, NC

3d•$87,000 - $113,000•Onsite

About The Position

The Senior Supervisor, Customer Support, acts as a liaison between internal teams, cross functional partners and external field representatives with an effort to drive business results and employee engagement. This role will develop assessment and resource plans, partner with internal departmental teams (quality, training, compliance, and reporting etc.) to ensure optimal support and programs are provided while driving employee engagement and coaching for performance improvement. This position will be expected to work an 8-hour shift between 8:30 am and 8:00 pm EST.

Requirements

3-5 years leading large teams and driving performance targets for multiple geographies
Excellent communication skills with the ability to adapt style according to demands of the audience; ability to cascade communications appropriately and effectively coach and develop employees
Strong analytical, project management, problem solving, customer relationship, organizational, conflict resolution, presentation, and leadership skills
Bachelor's Degree required
1-3 years’ experience leading and driving performance targets for a team
experience with Contact Center operations

Nice To Haves

Advanced Degree preferred

Responsibilities

Responsible for approx. $3M in yearly revenue through patients graduating onto commercial product as well as internal team budgets to achieve financial targets.
Develop regional business plans, validate metrics, identify leading/lagging indicators and action plans to achieve business targets.
Communicate effectively, demonstrate the ability to cascade messaging in a clear, concise, and timely manner.
Support Change Management principles through the ability to pull through key themes through all activities.
Strategic accountability for territories and act as thought partner for overall Division manager in determining strategies to achieve targets.
Asses environmental signals, and potential impact to strategy, recommend mitigation plans.
Partner with external stakeholders to represent PS in cross-functional strategic and tactical planning meetings, and initiatives and promotes cross-functional alignment of objectives, strategies, and tactics.
Understand nuances of performance management and execute sound business judgment.
Effective management of employee relations issues.

Benefits

Medical, Dental, Vision, & Life insurances
Fitness & Wellness programs including a fitness reimbursement
Short- and Long-Term Disability insurance
A minimum of 15 days of paid vacation and an additional end-of-year shutdown time off (Dec 26-Dec 31)
Up to 12 company paid holidays + 3 paid days off for Personal Significance
80 hours of sick time per calendar year
Paid Maternity and Parental Leave benefit
401(k) program participation with company matched contributions
Employee stock purchase plan
Tuition reimbursement of up to $10,000 per calendar year
Employee Resource Groups participation