IQVIA™ 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.

Join us on our exciting journey!

Position Purpose:

This position is to supervise a team of Technical/Customer Support Analysts on multiple applications and platforms troubleshooting use in the Virtual Trials business. The Associate Manager is responsible to ensure that efficient and excellent support is provide to all customer and at the same time meet or exceed all pertinent SLA’s for the service.

If you want to play a key role in a multicultural, dynamic and committed fun team this could be the role for you!

Major Job Responsibilities;

• Manage team of approximately 10-15 Customer Service Representatives
• Manage performance of each TSSA’s to support goal of meeting or exceeding SLA’s.
• Monitor phone queue activities and manage TSSA skills to ensure satisfactory phone coverage.
• Schedule call taking personnel via WFM and manage CSR time off requests
• Identify trends/issues with calls if there is increased call volume and take proactive action (e.g. adjust team schedule, offer overtime, call CSRs in to assist with escalated call volume)
• Run Daily CSR Statistics report and manage employee utilization
• Serve as primary Point-of-contact for issues that requires escalation for resolution.
• Conduct work load planning, estimating and prioritization (run Daily Case Follow Up report and ensure all open cases are updated)
• Monitor daily, weekly, and monthly Service Level Attainment
• Identify opportunities for training, knowledge updates, and other areas that will increase First Call Resolutions and Customer Satisfaction and decrease talk time and/or time to resolve.
• Contact end-users requesting a call from a supervisor
• Assist CSRs with their questions related to the client internal policies and procedures
• Ensure adherence to defined policies/procedures
• Proactively identify process improvement opportunities and support continuous improvement initiatives
• Conduct quality call monitoring and case audits and provide feedback to team CSRs and relevant stakeholders as necessary.
• Manage accuracy and timeliness of resource time reporting and keep accurate attendance/punctuality/overtime records.
• Act as point of contact for client Home Office team in lieu of Operations manager.

Our ideal candidate: Skills & other requirements

• Results driven
• Medium-High analytical skills
• Ability to meet deadlines and targets
• Effective communication in English, both verbal and written.
• Superior customer service skills
• Strong interpersonal skills
• Ability to lead a team
• Decision making abilities
• Continuous improvement mentality
• Adaptable to change
• Ability to work in a fast pace, high pressure, technical work environment.

We invite you to join IQVIA™

• IQVIA recognized by Great Place to Work as the second best company to work for in Spain (March 2018)
• FORTUNE Magazine's World's Most Admired Companies list for the third year in a row.
• Recognised by the 2016 Scrip Awards as the Best Full-service Provider Contract Research Organization (CRO)
• Awarded the 2016 Eagle Award from the Society for Clinical Research Sites (SCRS) for the fourth consecutive year. A site-nominated award recognising contract research organizations (CRO) and biopharmaceutical sponsors dedicated to building positive relationships with research sites through leadership, professionalism and integrity.
• IQVIA™ named in The International Association of Outsourcing Professionals (IAOP) 2017 Global Outsourcing 100® List which recognizes the world’s best service providers across a range of industries.

IQVIA™ is an equal opportunity employer. We make employment decisions based on qualifications and merit. We prohibit discrimination based on any unlawful consideration such as age, race, national origin, gender or other "protected status.“

We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and whatever your career goals, we are here to ensure you get there!

Are you interested or do you know the ideal candidate?

• Before applying you must inform your Manager.
• If you know the right candidate or for more information on this role please contact barbara.calpe@iqvia.com
• Please note is necessary that your application is registered in our Talent Network to process your candidacy

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.