Operations Manager Service Desk

6 meses atrás

Lisboa, Portugal Novasyte Tempo inteiro

Job Summary

Responsible for managing help desk personnel and all operational functions related to providing Support Services to HCP and other Service profiles. 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 (cust sat, qa scores, etc.). Span of control also include QA, training and remediation, as well as reporting.

Principal Responsibilities: (Essential Functions)

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 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, etc.
- Ensure fluidity of interactions with other tiers (escalations, etc.)

Reporting
- Ensure all relevant Operational data is reported on.
- Analyse Ops Data and take corrective action.

Job Requirements

**Skills**:

- Subject matter expert on telephony tools (CISCO, Twilio) and supporting infrastructure.
- Excellent oral and written communication skills.
- Superior organization and prioritization skills.
- Strong interpersonal skills.

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.

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

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