Novartis
CustomerServiceSupervisor
Neural analysis suggests this role is
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“Customer Service Supervisor at Novartis. Oversee daily customer service activities across phone, email, and case systems.. Coach and develop the team through regular feedback and structured performance management.”
What You'll Achieve.
Ensure a consistent end to end customer experience.; Manage performance against service level and productivity targets.; Strengthen quality standards.; Improve ways of working.; Focus the team on what matters most.
Industry & Context.
Ability to analyze performance data, identify root causes, and translate insights into practical improvements.
What They're Looking For.
Must Have
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., 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.
What You'll Do.
Oversee daily customer service activities across phone
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.
Maintain and refine procedures and knowledge materials
ensuring consistent team adoption.
Support resource planning
Prepare and present performance insights
and improvement actions to management.
Encourage use of digital and analytical tools to strengthen operational insight and decision making.
How You'll Work.
Team & Collaboration
Partner with sales, supply chain, logistics, quality, finance, and information technology teams to resolve issues.
Communication Scope
Confident communicator who can collaborate across functions and manage complex customer situations.
Full Job Description
**Job Description Summary** #LI-Hybrid Location: Panama City, Panama Relocation Support: This role is based in Panama City, Panama. Novartis is unable to offer relocation support: please only apply if accessible. In this role, you will lead day to day customer service operations and ensure a consistent end to end customer experience. You will coach and develop the team, manage performance against service level and productivity targets, and step in as the escalation point for complex cases and complaints. You will also drive continuous improvement by strengthening quality standards, improving ways of working, and using performance insights to focus the team on what matters most. **Job Description** **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,
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