Helpdesk Team Lead - Hybrid, KPI-Driven Coaching

IQVIA Argentina; Taguig; On-site; PHP 446,000 - 725,000; Full time

Job summary

IQVIA is seeking a Helpdesk Supervisor to oversee the day-to-day operations of a non-exempt call center team, ensuring adherence to schedules and performance targets while following company policies.

You will mentor staff, conduct regular appraisals, analyze metrics, and coordinate training to improve service levels. This role requires flexible hours and willingness to work onsite or hybrid in Metro Manila.

Qualifications

• Degree holder in any field.
• Experience supervising call center analysts for at least 2 years.
• Strong understanding of qualitative and efficiency metrics and service level objectives.

Responsibilities

• Supervise, lead and inspire team members to meet and exceed KPI expectations.
• Develop team through coaching and mentoring to ensure optimum performance.
• Day-to-day management of team and related issues.
• Provide training and conduct regular appraisals of the team.
• Monitor, measure, report and analyze data to improve call center performance.

Skills

Coaching

Team leadership

Performance management

Communication

Data analysis

Shift adaptability

Education

Degree holder in any field

Job description

IQVIA is seeking a Helpdesk Supervisor to oversee the day-to-day operations of a non-exempt call center team, ensuring adherence to schedules and performance targets while following company policies.

You will mentor staff, conduct regular appraisals, analyze metrics, and coordinate training to improve service levels. This role requires flexible hours and willingness to work onsite or hybrid in Metro Manila.