**Summary**:
The Novartis Patient Support Center (PSC) is the central operational function within our organization. We handle all patient, caregiver, and customer transactions related to supporting patient access, including intake, case management, benefits verification, prior authorization and appeals support, specialty pharmacy triage, and adherence support. We are committed to delivering exceptional customer service, which is measured through service level agreements (SLAs), key performance indicators (KPIs), and net promoter scores.
The Real Time Analyst plays an essential role within the PSC contact center operations, focusing on monitoring and analyzing real-time contact volumes and staffing levels to ensure customer service targets are consistently met. This position involves a keen eye for detail and a strong ability to interpret data to make informed decisions.
The Real Time Analyst will be a member of the PSC Workforce Management (WFM) group who will manage the daily...