assoc manager, tech ServicesIQVIA

JOB DESCRIPTION Roles and Responsibilities * Responsible for the day - to - day functional supervisor of non - exempt work group, including work assignment and attendance monitoring * Providing input to selecting, training, developing, and com JOB DESCRIPTION Roles and Responsibilities Responsible for the day - to - day functional supervisor of non - exempt work group, including work assignment and attendance monitoring Providing input to selecting, training, developing, and completing performance appraisal for work group(s) in accordance with the organization's policies and applicable legal requirements Supervise, lead, and inspire team members to ensure that they regularly meet and exceed Key Performance Indicator (KPI) expectations Develop all team members primarily through coaching and mentoring to ensure optimum performance are achieved Day - to - Day management of team and related issues Help provide training and development and conduct regular appraisals of the team. Monitor, measure, report, and analyze data to improve call center performance and operations Monitor, identify and resolve performance and behavior issues using prescribed performance management techniques Monitor and act on direct reports' administrative requirements. Conduct performance evaluation on a weekly, monthly and yearly basis. Maintain current employee record and direct reports Review CMS statistics daily and provide constructive feedback. Provide Subject Matter expertise. Ensure training needs of subordinates are met Modify Operations as needed to meet the Service Level Agreement / Objectives under the supervision of the Operations Manager Successfully completing all Client Related Training Resolve customer escalated issues. Hold Team Meetings on a regular basis with the direct reports. Communicate all processes and client change to direct reports within specified timelines. Promote the use of all center communication tools. Requirements Candidate must be a degree holder of any field, preferably computer-related Flexible and is able to work on extended hours if needed. Has prior experience of managing call center teams comprising of analysts for at least 2 years. Has a very good understanding of Qualitative and Efficiency Metrics and how they are related to the Service Level Objectives. Candidate must have a diverse coaching styles and techniques Good oral and written communication skills Knows and understand the need to motivate team members Above average coaching and facilitation skills. IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible - to help our customers create a healthier world. Learn more at
Monster

Pasig City, Metro Manila
Permanent
Full-time