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).