Helpdesk Team Lead - Coaching, KPI-Driven Ops

IQVIA Argentina; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

IQVIA is seeking a Helpdesk Supervisor to lead a non-exempt call center team, manage daily tasks, attendance, and service level adherence in the Philippines. You will guide and motivate staff to meet KPI targets and maintain quality service.

Responsibilities include coaching, training, and regular performance appraisals; monitoring data to drive improvements; addressing escalations; and aligning operations with client requirements under the Operations Manager guidance.

Qualifications

• Must be degree holder in any field.
• Experience managing call center teams for at least 2 years.
• Strong understanding of qualitative and efficiency metrics and how they relate to SLAs.

Responsibilities

• Supervise and lead the team to meet KPI targets.
• Coach and mentor team members for optimum performance.
• Manage day-to-day operations and address issues.
• Oversee training, development, and performance appraisals.
• Monitor call center data and report on performance.

Skills

Coaching

Communication skills

Motivation

Performance management

Shift flexibility

Education

Bachelor's degree or higher

Job description

IQVIA is seeking a Helpdesk Supervisor to lead a non-exempt call center team, manage daily tasks, attendance, and service level adherence in the Philippines. You will guide and motivate staff to meet KPI targets and maintain quality service.

Responsibilities include coaching, training, and regular performance appraisals; monitoring data to drive improvements; addressing escalations; and aligning operations with client requirements under the Operations Manager guidance.