Helpdesk Team Lead - Coaching & KPI Champion (Hybrid)

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

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.