Senior Specialist - Customer Service Management (CSM)

Job Description

The Customer Service Management (CSM) team has responsibility to drive, manage and implement remote two-way customer service engagements. The CSM team manages customer, consumer and employee service interactions in our company's National Service Center, Field Service Center, Promotional Contact Center, and our company's Switchboard.  These interactions occur across communication channels such as digital, social, chat, phone and mail for all our company's products/vaccines and company information requests. The CSM team also serves as the designated point of contact for the intake of adverse events, and product quality complaints for the U.S. market.

This role will be responsible for execution excellence as well as Reporting & Analytics across the CSM department.  The Sr. Specialist will be primarily responsible for ongoing engagement with project leads and SMEs to track project status for each priority initiative and provide leadership with summary progress updates and impact analysis.  The Sr. Specialist will run reports from multiple systems (i.e., Qlik, Service Cloud, NICE CXOne) and will also be expected to train and mentor CSM team members in the utilization of reporting tools and data analysis to ensure we are consistently providing valuable and robust customer insights to leadership and stakeholders.

Primary Responsibilities:

• Maintain overarching project plan for CSM priority initiatives.

• Engaged in system enhancements and new IT capabilities which can include leading business requirements gathering, user acceptance testing, and oversight of all project workstreams.

• Evolve the analytical tools/resources utilized by the CSM team and serve as the subject matter expert.

• Lead Analyst for ad hoc data requests received from leadership and stakeholders.

• Assist with the recurring reporting for contact center performance metrics/scorecards.

• Support the workforce management activities including scheduling and forecasting for contact centers.

• Manage day to day technology support across contact centers.

• Provide oversight of system and workflow processes for controlled documents.

Education Minimum Requirement:

• Associate’s degree or 2 years of professional work experience

Required Experience and Skills**:

• Excellent communication; written, verbal & presentation skills

• Effective problem-solving skills and managing through ambiguity

• Ability to optimize operations and champion change 

• Strong analytical and reporting skills

• Strong technical aptitude

• Process-oriented and attention to detail

• Strong interpersonal and effective collaboration skills

• Project management skills/experience

Preferred Experience and Skills:

• Experience working in a Pharmaceutical/Vaccine Customer Contact Center

• Six Sigma certification

• Agile experience

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NOTICE FOR INTERNAL APPLICANTS

In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders).  Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their p