Assoc Manager, Tech Services

IQVIA LLC; Taguig; Hybrid; PHP 670,000 - 949,000; Full time

Job summary

IQVIA LLC in Taguig, Philippines, seeks a Helpdesk Supervisor to lead a non-exempt call center team, oversee day-to-day operations, assign workload, and monitor attendance.

You will coach and mentor staff, conduct regular appraisals, analyze performance data, and ensure service levels meet client expectations.

A degree is required; flexibility for extended hours and experience managing analysts in a call center are essential; hybrid work is supported.

Qualifications

• Degree holder in any field.
• Experience managing call center analysts for at least 2 years.
• Understanding of qualitative and efficiency metrics related to SLAs.

Responsibilities

• Supervise, lead and inspire team members to meet KPIs.
• Develop coaching and mentoring to maximize performance.
• Day-to-day management of team and related issues.
• Monitor and report CMS statistics and performance data.
• Handle client escalations and regular team meetings.

Skills

Team coaching

Communication skills

Motivation

Facilitation skills

Hybrid work adaptation

Call center management

Education

Bachelor's degree

Tools

CMS analytics

CRM systems

Job description

A Helpdesk supervisor is responsible for the day – to – day functional supervisor of non – exempt work group, including work assignment and attendance monitoring; providing input to selecting, training, developing, and completing performance appraisal for work group(s) in accordance with the organization’s policies and applicable legal requirements.

Tasks

• Supervise, lead and inspire team members to ensure that they regularly meet and exceed Key Performance Indicator expectations.
• Develop all team members primarily through coaching and mentoring to ensure optimum performance are achieved.
• Day – to – Day management of team and related issues.
• Help provide training and development and conduct regular appraisals of the team.
• Monitor, measure, report and analyze data to improve call center performance and operations.

Activities

• Monitor, identify and resolve performance and behavior issues using prescribed performance management techniques
• Monitor and act on direct reports’ administrative requirements.
• Conduct performance evaluation on a weekly, monthly and yearly basis.
• Maintain current employee record and direct reports
• Review CMS statistics daily and provide constructive feedback.
• Provide Subject Matter expertise.
• Ensure training needs of subordinates are met
• Modify Operations as needed to meet the Service Level Agreement / Objectives under the supervision of the Operations Manager
• Successfully completing all Client Related Training
• Resolve customer escalated issues.
• Hold Team Meetings on a regular basis with the direct reports.
• Communicate all processes and client change to direct reports within specified timelines.
• Promote the use of all center communication tools.

Requirements

• Candidate must be a degree holder of any field.
• Flexible and is able to work on extended hours if needed.
• Has prior experience of managing call center teams comprising of analysts for at least 2 years.
• Has a very good understanding of Qualitative and Efficiency Metrics and how they are related to the Service Level Objectives.

Skills

• Candidate must have a diverse coaching styles and techniques
• Good oral and written communication skills
• Knows and understand the need to motivate team members
• Above average coaching and facilitation skills.
• Amenable to reporting in shifting schedules and varying work setup (onsite/hybrid).

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide.

To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.