Call Center Supervisor for Diagnostic Programs

Description

Position Summary: Supervise call center operations for diagnostic programs, coordinating laboratory studies and managing teams with a focus on patient care. Key Highlights: 1. Leads and manages call center teams for diagnostic programs. 2. Coordinates and monitors laboratory studies. 3. Ensures process compliance and service quality. Mexico City, Mexico | Full time | Field-based | R1530397 Join us on our exciting journey! IQVIA™ is The Human Data Science Company™, focused on using data and science to help healthcare customers find better solutions for their patients. Formed from the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that leverage advances in information, technology, analytics, and human ingenuity to advance healthcare. We are currently seeking professionals interested in joining a major project with an important business partner. **Call Center Supervisor for Diagnostic Programs** ------------------------------------------------------------- **Location:** Mexico City (On-site) – Col. Nápoles **Position Type:** Full time **Department:** Diagnostic Programs / Healthcare / Pharma### **Requirements** * Bachelor’s degree in health-related fields; professional license and registration certificate required. * Experience supervising call center staff. * Experience coordinating and managing laboratory studies. ### **Key Competencies** * Leadership and team management * Analytical thinking * Patient- and service-oriented mindset * Effective communication * Problem-solving * Time management and prioritization **Responsibilities** * Supervise DSP operational activities and ensure process compliance. * Coordinate, monitor, and control laboratory studies. * Review study requests and forms, in prior coordination with the MSL. * Organize daily call center agent workload and monitor its execution. * Deliver initial training, procedure updates, workflow guidance, and best practices. * Maintain direct contact with the company to report progress, incidents, and key metrics. Collaborate with partner laboratories to ensure test continuity. * Maintain and update program forms according to operational or regulatory needs. * Create, evaluate, and monitor operational reports and program KPI compliance. #LI-EV1 IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.