Customer Service Supervisor - OneKey (2007015)

Cegedim Strategic Data (CSD), a sister Company of Cegedim Dendrite, is a leading Market Research company dedicated to the healthcare industry. With over 30 years experience in the Pharmaceutical industry CSD offers a comprehensive range of market research services and solutions to meet the needs of its customers, which include more than 50 global and 500 local Pharmaceutical companies. The capability to integrate primary market research with audited promotional data from General Practitioners and Specialists, and merge it with longitudinal patient level data is what sets the company apart from its competition.DescriptionAllocate and manage the workload of the Data Verification System (DVS)Be the team lead for specified OneKey customersCoach Data Verification System staff on proper methods and proceduresAssign work to maximize productivity and achieve SLA commitmentsMonitor/treat Target Back Office update exceptions and work with customers towards resolutionInsure that OneKey data management rules are followed by the Data Verification System team Alert OneKey Director to any system or data abnormalities and provide recommendations for quality and productivity improvementsAssist in training of Data Verification SpecialistsRecommend changes to phone interview scripts in accordance with changing objectivesRequired SkillsPrior supervisory skills preferredExcellent organizational skills Communicate well, both written and verbal, with non-technical personnelRequired ExperienceAbility to understand basic database concepts and the relationships between OneKey data elementsUnderstand the basic data flow within the OneKey service environment in order to make decisions on the treatment of exceptions and provide guidance to DVS teamThis candidate must have a working knowledge of Windows XP OS, Windows Explorer, Internet Explorer (search techniques are most important), Word and Excel Status: Full Time, Employee Job Category: Customer Support/Client Care