Ass. Manager - Oeiras


Oferta de emprego publicado há .

Why work for IQVIA™?

Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward. Around the world healthcare stakeholders are working to improve real-world patient outcomes through treatment innovations, care provision and access to healthcare. For the information, technology and service solutions they need to drive new insights and approaches, they count on IQVIA.

With a global team of 55,000, in more than 100 countries, all committed to making the potential of Human Data Science a reality, and we are actively hiring, we harness insights, commercial and scientific depth, and executive expertise to empower clients to achieve some of their most important goals: Improving clinical, scientific and commercial results. Realizing the full potential of innovations. And, ultimately, driving healthcare forward. With extensive therapeutic, scientific and analytical expertise, we help biopharmaceutical and health sciences customers navigate the increasingly complex landscape with more predictability to enable better outcomes.

We provide our employees with the best training imaginable to advance their careers with IQVIA:

o Best CRA training in the business – customized to your experience level;
o Electronic Data Capture training puts you at front of industry;
o Online learning system – train at your preferred pace;
o Technical training as well as soft skills courses;
o Only company in the industry able to award project management certification by Project Management Institute (PMI).

Besides all the benefits for our employees, there are many resources available to employees to encourage a work-life balance to enable them to become the best they can be in their work life as well as their personal life.

We are looking for Ass. Manager for the European Centre of Excellency.

Opportunity to join a growing project in our company.

Role Purpose:

Responsible for supervising Help Desk Analysts’ activities and providing them daily direction. Ensuring premium service delivery to field forces through resource management, applying appropriate staffing levels, motivating Help Desk Analysts, monitoring Automatic Call Distributor (ACD) & statistics.

Job Responsibilities Include but are not exclusive to:

  • Manage Day-to-day activity in the Service Desk
  • Monitor real-time ACD reports to supervise staff availability and monitor status of up-to-the-minute service levels.
  • Monitor open issues queues and work to distribute follow up activities in order to ensure issues are closed within agreed-upon timeframes.
  • Monitor all escalation queues to ensure hand-off times between Tiers are met.
  • Field assistance requests during staffing shortages or Excess Call Volume.
  • Perform QAs of technicians’ interactions with field customers and provide remediation as necessary.
  • Ensure clear, complete and concise logging of all customer service interactions between Help Desk Analysts and relevant counterparts. Call logging includes an accurate account of the problem reported and actions taken to resolve the issue in addition to the categorization of the Assistance Request.
  • Generate and analyse reports for the identification of trending issue volume, training opportunities, system problems, and status of open calls.
  • Act as first level of management escalation for issues requiring leadership attention.
  • Apply appropriate level of supportive or directive guidance as technicians’ competence and confidence level varies for each task or project.
  • Provide coaching, performance evaluation and necessary corrective actions to direct reports.
  • Identify high performing Analysts and Mentor them for succession planning.
  • Other responsibilities, as dictated by Manager.

Minimum Education, Experience, & Specialized Knowledge Required:

  • College graduate or equivalent work experience.
  • Service Desk or sales skills and experience.
  • 2+ years of Help Desk experience and prior Technical Support leadership experience preferred.
  • Excellent verbal and written communication skills.
  • Strong customer service orientation and expert-level technical skills.
  • Ability to delegate and monitor tasks to subordinates.
  • Microsoft Office Suite, Windows Operating Systems, and Internet applications.
  • Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario.
  • Possibility to work in shift pattern.

English and Portuguese is mandatory.

What we offer you:

Competitive salary

Direct Contract with IQVIA

Health insurance ; life Insurance & Bonus Package

International enviroment

Great atmosphere

Career opportunities

Onsite training

Free company shuttle bus to and from office facilities

The selected candidates will be contacted within a maximum of 15 working days.

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