Associate Manager, Tech Services (Helpdesk Supervisor)

About the role

IQVIA is looking for an Associate Manager, Tech Services in Taguig City. The role is a day-to-day functional supervisor of a non-exempt work group, including work assignments and attendance monitoring, and provides input into the selection, training, development and performance appraisal of the team in line with company policies and legal requirements.

Key responsibilities

• Supervise, lead and inspire team members so they regularly meet and exceed key performance indicator expectations.
• Develop team members mainly through coaching and mentoring, and help provide training and development.
• Monitor, measure, report and analyse data to improve call center performance and operations.
• Identify and resolve performance and behaviour issues, and handle administrative requirements of direct reports.
• Conduct performance evaluations weekly, monthly and yearly, and maintain current employee records.
• Review CMS statistics daily and give constructive feedback, and provide subject matter expertise.
• Ensure training needs of subordinates are met and modify operations to meet service level agreements under the Operations Manager's supervision.
• Complete all client-related training, resolve escalated customer issues, hold regular team meetings and communicate processes and client changes within set timelines.

Required profile

• Degree holder in any field.
• Prior experience managing call center teams of analysts for at least 2 years.
• Very good understanding of qualitative and efficiency metrics and their link to service level objectives.
• Able to work extended hours if needed, and amenable to shifting schedules and onsite or hybrid setups.

Required skills

• Diverse coaching styles and techniques, and above-average coaching and facilitation skills.
• Good oral and written communication skills, and ability to motivate team members.