Job Description

At Bristol Myers Squibb, we are inspired by a single vision transforming patients lives through science. In oncology, hematology, immunology and cardiovascular disease and one of the most diverse and promising pipelines in the industry each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.

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 implementation of procedures and policies. Shares responsibility with other Supervisors in providing management coverage of call floor 8AM to 8PM, Monday through Friday. As an employee of Bristol-Myers Squibb, the Customer Care Supervisor is responsible for demonstrating the corporate values of Integrity, Accountability, Urgency, Passion, Innovation, and Inclusion while performing the job.

Responsibilities:

* Supervise daily call center operational functions and responsibilities of representatives to ensure service delivery metrics are met.

* Create staffing schedules and monitor adherence, reconcile payroll, and coordinate time off the call floor for training, vacation, and project work.

* Recruit and develop representatives by ensuring appropriate training is provided for their role/s, designing A-SMART goals, closely monitor development and assess skill and knowledge level, conduct performance reviews, and effectively design plans for development.

* Monitor calls to observe employee performance as it applies to information being released to the customer in an accurate, consistent manner that complies with FDA regulations, U.S. REMS SOPs, and technical and service delivery standards while providing feedback as applicable.

* Monitor individual, team, and call center results to identify and act on both positive and negative performance trends to ensure attainment of performance goals.

* Serve as Subject Matter Expert for REMS processes supported by Customer Care and service standards established for Customer Care.

* Maintain correspondence with external partners regarding Customer Care issues as needed.

* Assist with escalated issues in accordance with documented policies and procedures.

* Assist in the updates of new or existing work instructions and SOPs. Identify, recommend, create, and implement improved documents.

* Compile data and assist with the preparation of routine departmental reports.

* 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.

* Maintain harmony among staff and resolve grievances.

* Additional projects and assignments as assigned.

Degree Requirements:

* Minimum of a Bachelor's degree required

Experience Requirements:

* Minimum of 2 years people management experience

* Previous call center experience preferred

Around the world, we are passionate about making an impact on the lives of patients with serious diseases. Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives.

Our company is committed to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace adjustments and ongoing support in their roles. Applicants can request an approval of accommodation prior to accepting a job offer. If you require reasonable accommodation in completing this application, or any part of the recruitment process direct your inquiries to adastaffingsupport@bms.com. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.