Senior Associate

Major Job Responsibilities:
Team Leadership and Performance Management
• Manage team of approximately 10-15 Customer Service Representatives
• Monitor phone queue activities and manage CSR 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
• Inform the team of any known issues or outages
• Post broadcast messages for special events /confirmed issues to improve incoming call volume management
• Conduct work load planning, estimating and prioritization (run Daily Case Follow Up report and ensure all open cases are updated)
• Report any outages or issues with internal resources
• Commend CSRs for accomplishment
Management of Customer Expectations
• 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.
• Review outgoing communication to the client Sales Professionals to ensure business and professional measures are met prior to sending outgoing email messages
• Contact end-users requesting a call from a supervisor
• Assist CSRs with their questions related to the client or IQVIA 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
• Manage accuracy and timeliness of resource time reporting and keep accurate attendance/punctuality records
• Ensure daily/weekly hardware inventory checks are performed and documented
• Act as point of contact for client Home Office team if CSC manager is not available
Staffing and General Administration
• Run client daily, weekly or monthly reports to ensure CSC meets client Service Level Agreements
• Approve or deny timesheets (weekly) within Workday or Fieldglass
• Send all completed employee timesheets and spreadsheet to payroll weekly
• Ensure effective weekly team workshops are being conducted
• Cooperation with recruiters to hire new personnel (includes pre-assessment,  and conducting interviews)
• Schedule new hire training, complete new hire form and request access to IQVIA as well as supporting client tools and accounts necessary
• Attend internal as well as client  team meetings assigned by team managers
• Maintain and update spreadsheets (team statistics and scores, attendance, inventory…) on team SharePoint
• Set performance goals, continuously monitor individual employee adherence  to the goals and conduct annual reviews