Tech Services Helpdesk Supervisor & Performance Coach

IQVIA; Taguig; Hybrid; PHP 420,000 - 660,000; Full time

Job summary

IQVIA in Taguig City, Philippines is looking for a Helpdesk Supervisor to manage day-to-day operations of a non-exempt call center team. You will oversee assignments, attendance, and performance appraisal processes in line with company policy and client requirements.

The role requires at least 2 years of experience leading analysts in a call center, plus strong coaching, communication, and data-driven decision skills. Flexibility to work extended hours and a hybrid onsite work setup is preferred.

Qualifications

• Candidate must be a degree holder of any field.
• Flexible and able to work extended hours if needed.
• Has at least 2 years of managing call center teams.
• Strong understanding of qualitative and efficiency metrics related to SLAs.

Responsibilities

• Supervise, lead and inspire team members to meet and exceed performance indicators.
• Day-to-day management of team and related issues.
• Provide training, development and conduct regular performance appraisals.
• Monitor, measure, report and analyze data to improve call centre performance and operations.
• Resolve customer escalated issues and hold regular team meetings.
• Communicate processes and client changes within timelines; promote center tools usage.

Skills

Coaching

Communication

Motivation

Facilitation

Shift scheduling

Team leadership

Education

Bachelor's degree

Job description

IQVIA in Taguig City, Philippines is looking for a Helpdesk Supervisor to manage day-to-day operations of a non-exempt call center team. You will oversee assignments, attendance, and performance appraisal processes in line with company policy and client requirements.

The role requires at least 2 years of experience leading analysts in a call center, plus strong coaching, communication, and data-driven decision skills. Flexibility to work extended hours and a hybrid onsite work setup is preferred.