A Helpdesk supervisor is 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.
Tasks:
- Supervise, lead and inspire team members to ensure that they regularly meet and exceed Key
Performance Indicator 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.
Activities:
- 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.
- 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.
Skills
- 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.
- Amenable to reporting in shifting schedules and varying work setup (onsite/hybrid).
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com
IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.
Skills Required
- Bachelor's degree in any field
- At least 2 years of experience managing call center teams comprising analysts
- Strong understanding of qualitative and efficiency metrics and their relationship to service level objectives
- Ability to work extended hours when needed
- Ability to work shifting schedules and varying onsite or hybrid work arrangements
- Diverse coaching styles and techniques
- Good oral and written communication skills
- Coaching and facilitation skills
- Ability to motivate team members
IQVIA Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about IQVIA and has not been reviewed or approved by IQVIA.
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Healthcare Strength — Healthcare coverage is positioned as comprehensive, spanning medical/dental/vision plus programs like telemedicine, EAP resources, and additional insurance options. Feedback suggests the health offering is a meaningful part of the overall rewards package, though details can vary by location and plan design.
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Retirement Support — Retirement benefits include an employer match structure that supports employee contributions through a defined formula. This adds steady long-term value to total rewards beyond base salary.
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Leave & Time Off Breadth — Time off offerings include vacation/paid time off, holidays, and flexibility themes, with some roles described as having discretionary or unlimited time-off models. This can make the package feel more attractive even when cash compensation is viewed as only mid-range.
IQVIA Insights
What We Do
IQVIA (NYSE:IQV) is a leading global provider of advanced analytics, technology solutions, and clinical research services to the life sciences industry. IQVIA creates intelligent connections across all aspects of healthcare through its analytics, transformative technology, big data resources and extensive domain expertise. IQVIA Connected Intelligence™ delivers powerful insights with speed and agility — enabling customers to accelerate the clinical development and commercialization of innovative medical treatments that improve healthcare outcomes for patients. With approximately 70,000 employees, IQVIA conducts operations in more than 100 countries. To learn more, visit www.iqvia.com.
