Assoc Mgr, Service Desk

IQVIA

Tokyo, Japan
Technical support operations management
Quality assurance and coaching
Sla achievement and monitoring
The Technical Support Team Lead will oversee technical support operations within the contact center, aiming to deliver high-quality technical support services through daily operational management, quality improvement, SLA achievement, and team development

Job Summary

  • The Technical Support Team Lead will oversee technical support operations within the contact center, aiming to deliver high-quality technical support services through daily operational management, quality improvement, SLA achievement, and team development.
  • This role involves driving efficiency in case handling, troubleshooting, enhancing team skills, and standardizing processes to contribute to the improvement of organizational operational performance.
  • IQVIA aims to achieve a society where everyone can live healthier and more fulfilling lives by supporting those advancing healthcare with innovative solutions.

Matching Summary

The Technical Support Team Lead will oversee technical support operations within the contact center, aiming to deliver high-quality technical support services through daily operational management, quality improvement, SLA achievement, and team development.

Skills & Requirements

Must-have

  • technical support operations management
  • quality assurance and coaching
  • SLA achievement and monitoring
  • team member development
  • process standardization and improvement

Nice-to-have

  • human data science
  • innovative solutions provider
  • fostering team culture
  • international communication opportunities

Key Requirements

  • Leadership experience in contact center or technical support
  • Multitasking and operational management skills
  • Problem-solving, logical thinking, decision-making
  • Coaching and communication skills
  • Commitment to process adherence and quality improvement

Work Rights

Not specified

Tailored Resume

Cover Letter