Operations Manager Service Desk (R1117999)

Job Description

IQVIATM is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.

Responsible for managing help desk personnel and all operational functions related to providing technical Support Services to field representatives. Includes call forecasting, staffing and scheduling of Analysts, basic ops processes (various Q monitoring), Operational reporting, etc. Main area of accountability is to ensure that call volume is handled within agreed-to SLAs (ASA, abandon, First Call Resolution, etc.) and that quality thresholds are met (Customer Satisfaction, QA scores, etc.). Span of control also include QA, training and remediation, as well as reporting.

Principal Responsibilities (Essential Function):

Staffing related processes:
• Participate in HD Analyst recruiting
• Identify staffing requirements based on forecasted call volume
• Own People management functions for all staff managed (performance reviews, etc.)
• Responsible for high morale of all HD staff (Analysts, Supervisor, etc.)

Operational Processes:
• Forecasting process – coordinate with Acct Team to forecast call volume based on trends so far and upcoming events. Build/adjust staff model based on forecast
• Scheduling – build and adjust schedule across all functions (analysts, supervisor, q monitoring functions, etc.)
• React to short term staffing issues (people out, holidays, call spikes, etc.)
• Ensure Help Desk Analysts staff meet efficiency requirements, as laid out by management

Quality:
• Continuously measure all SLAs: ASA, Abandon, First Call Resolution, escalation hand off times, customer satisfaction, etc. and take corrective action when necessary
• Review all aspects of Process Effectiveness: QA scores, Training scores, FCR, Cust Sat, etc. and coordinate corrective actions (additional training, targeted qa, etc.) with the Assistant Manager QA
• Document all operational processes in SOPs
• Ensure all HD Staff follow SOPs as laid out by management, including ServiceWare usage
• Change Management: stay in contact with client and US team in order to proactively identify and plan for change on the desk

Cross-Tier Communication:
• Maintain constant communication with other Tiers: Hardware Ops, Tier 2, Client Ops resources, C3i Acct Team in the US, etc.
• Ensure fluidity of interactions with other tiers (escalations, etc.)

Reporting:
• Ensure all relevant Operational data is reported on
• Analyze Ops Data and take corrective action

Job Requirements:

Skills:
• Subject matter expert on telephony tools (PBX, EAS, CTI) and supporting infrastructure
• Excellent oral and written communication skills
• Superior organization and prioritization skills
• Microsoft Products, Siebel, and Internet applications
• Strong interpersonal skills
• Siebel call management and field services experience is a plus

Education:
• Bachelor’s Degree Business, Computer Science, related disciplined, or equivalent combination of
professional experience
• Command of English

Experience:
• Help desk management experience
• Extensive personnel management experience leading teams in a fast-paced environment

Join Us

Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.

Forge a career with greater purpose, make an impact, and never stop learning.