Helpdesk Team Lead: Coaching, KPIs & Ops

IQVIA; Taguig; Hybrid; PHP 391,000 - 580,000; Full time

Job summary

IQVIA is seeking a Helpdesk Supervisor to lead a non-exempt call center team and oversee daily operations, attendance, and performance against KPIs. You will coach analysts, drive training, and ensure seamless client service under the guidance of the Operations Manager.

The role requires a degree, 2+ years of team management in a call center, and flexibility to work shifting schedules in a hybrid onsite setup in Taguig, Philippines.

Qualifications

• Degree holder in any field.
• Flexible and able to work extended hours if needed.
• 2+ years of experience managing call center teams of analysts.
• Strong understanding of qualitative and efficiency metrics and their relation to SLAs.

Responsibilities

• Supervise and lead team to meet/exceed KPI expectations.
• Develop team through coaching and mentoring for optimum performance.
• Day-to-day team management and issue handling.
• Provide training and conduct regular performance appraisals.
• Monitor, analyze, and report CMS data to improve performance.
• Conduct weekly, monthly, and yearly performance evaluations.

Skills

Coaching styles

Communication

Motivation

Coaching & facilitation

Shift reporting

Education

Bachelor's degree

Job description

IQVIA is seeking a Helpdesk Supervisor to lead a non-exempt call center team and oversee daily operations, attendance, and performance against KPIs. You will coach analysts, drive training, and ensure seamless client service under the guidance of the Operations Manager.

The role requires a degree, 2+ years of team management in a call center, and flexibility to work shifting schedules in a hybrid onsite setup in Taguig, Philippines.