Tech Services Team Lead — Helpdesk & Coaching

IQVIA LLC; Taguig; Hybrid; PHP 900,000 - 1,300,000; Full time

Job summary

IQVIA LLC in Taguig City, Philippines, seeks an Assoc Manager, Tech Services to lead and inspire a call center team, ensuring KPIs are met and service levels achieved.

You'll coach and mentor analysts, conduct weekly and monthly performance reviews, monitor CMS statistics, and coordinate client communications within timelines. This role requires flexible hours, shift reporting, and a hybrid onsite work setup; a degree and call center leadership experience are essential.

Qualifications

• Degree holder in any field is required.
• Experience leading call center analysts for 2+ years.
• Strong understanding of qualitative and efficiency metrics related to SLAs.
• Flexible to extended hours and shifting schedules.

Responsibilities

• Supervise and mentor call center analysts to meet KPIs.
• Conduct weekly, monthly, and yearly performance appraisals.
• Monitor CMS statistics and overall call center performance.
• Coordinate trainings and client communications within timelines.
• Address escalated issues and drive process improvements.

Skills

Coaching methods

Team leadership

Performance management

Call center operations

Data analysis

Clear communication

Shift adaptability

Education

Bachelor's degree

Tools

CMS statistics

Microsoft Excel

Job description

IQVIA LLC in Taguig City, Philippines, seeks an Assoc Manager, Tech Services to lead and inspire a call center team, ensuring KPIs are met and service levels achieved.

You'll coach and mentor analysts, conduct weekly and monthly performance reviews, monitor CMS statistics, and coordinate client communications within timelines. This role requires flexible hours, shift reporting, and a hybrid onsite work setup; a degree and call center leadership experience are essential.