# Helpdesk Supervisor

**Company**: IQVIA
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Healthcare

**Apply**: https://iqvia.wd1.myworkdayjobs.com/en-US/IQVIA/job/Taguig-City-Philippines/Assoc-Manager--Tech-Services_R1568846?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_934edbcc-4e4

## Description

As a Helpdesk Supervisor at IQVIA, you will be responsible for the day-to-day functional supervision of a non-exempt work group.

Your main tasks will include:

- Supervising, leading, and inspiring team members to meet and exceed Key Performance Indicator expectations.

- Developing team members through coaching and mentoring to achieve optimum performance.

- Managing the team and related issues on a day-to-day basis.

- Providing training and development opportunities and conducting regular appraisals.

- Monitoring, measuring, reporting, and analyzing data to improve call center performance and operations.

You will also be involved in:

- Identifying and resolving performance and behavior issues using performance management techniques.

- Monitoring and acting on direct reports' administrative requirements.

- Conducting performance evaluations on a weekly, monthly, and yearly basis.

- Maintaining current employee records.

- Reviewing CMS statistics daily and providing constructive feedback.

- Providing subject matter expertise.

- Ensuring training needs of subordinates are met.

- Modifying operations as needed to meet Service Level Agreements/Objectives.

- Resolving customer escalated issues.

- Holding regular team meetings.

- Communicating processes and client changes to direct reports.

- Promoting the use of all center communication tools.

To qualify for this role, you must:

- Be a degree holder in any field.

- Be flexible and able to work extended hours if needed.

- Have at least 2 years of experience managing call center teams.

- Have a good understanding of Qualitative and Efficiency Metrics and their relation to Service Level Objectives.

In terms of skills, you should possess:

- Diverse coaching styles and techniques.

- Good oral and written communication skills.

- The ability to motivate team members.

- Above-average coaching and facilitation skills.

You should also be amenable to reporting in shifting schedules and varying work setups (onsite/hybrid).

## Skills

### Required
- coaching
- communication
- performance management
- data analysis

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Source: [Apply at iqvia.wd1.myworkdayjobs.com](https://iqvia.wd1.myworkdayjobs.com/en-US/IQVIA/job/Taguig-City-Philippines/Assoc-Manager--Tech-Services_R1568846?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)