Associate Manager (Call Center)

☞ IQVIA SOLUTIONS OPERATIONS CENTER PHILIPPINES INC.

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Location: Caloocan City National Capital Reg

Category: Other

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Salary: 45000 - 60000 PHP / month

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Job content

DescriptionA 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.
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