SERVICE SUPERVISOR - PSP

Role Summary

Functional Health Tech is driven by the certainty that Health is the main pillar of people's lives, which is why we break down barriers to promote it in a sustainable way.

To achieve our purpose, we innovate every day, bringing together people, technology and data to provide the healthcare ecosystem with solutions that generate efficiency and sustainability throughout the chain.

Here, you will participate, directly or indirectly, in the creation of new solutions for the most diverse health services because this is the daily mission of all of us at Functional. We research, create and make it happen, because it is in our DNA.

Responsibilities

Your mission as Customer Service Supervisor will be

• Oversee the operations of patient support programs (PSP), ensuring quality, productivity and compliance with established SLAs.
• Manage operational teams, monitoring performance, adherence, technical development and application of continuous feedback.
• Monitor operational and strategic indicators, developing action plans to continuously improve results.
• Ensure compliance of processes with regulatory standards, internal policies and customer requirements in the pharmaceutical industry.
• Work in customer relationships, participating in operational alignments, presenting results and dealing with critical deviations.
• Support implementation of new projects, operational flows and systemic improvements.
• Monitor audits, quality controls and operational risk management.
• Work together with multidisciplinary areas such as quality, training, BI, technology, pharmacovigilance and service.

Requirements

• To do this, we hope you have
• Knowledge of Patient Support Programs (PSP).
• Experience in service operations in the healthcare and/or pharmaceutical industry.
• Management of operational indicators: SLA, TMA, productivity, NPS, quality and volume.
• Knowledge of CRM tools, service platforms and intermediate/advanced Excel.
• Experience with process management, operational flows and continuous improvement.
• Experience in team management and people development.
• Desirable knowledge in pharmacovigilance, access to medicine and patient journey.

Benefits

What it's like to work here at Functional Health Tech:

• Our team is incredible, we collaborate and work together to go further.
• Our culture is agile and we are constantly evolving.
• We encourage the professional growth and development of our employees with various actions and meetings, through a training platform and monthly webinars.

"Fucional recognizes that diversity brings benefits to the business and that a plural and collaborative environment is conducive to innovation. This way, our opportunities embrace all talents, without distinction of color, race, gender or any disability condition. All talents can participate equally in Functional's selection processes. Come and be part of our team!"