ASSOCIATE MANAGER SKILLS, EXPERIENCE, AND JOB REQUIREMENTS
The Associate Manager adept at managing administrative tasks such as staff scheduling and holiday planning also provides first and second levels of support, ensuring customer issues are resolved or accurately escalated. This role demands strong customer service, advanced troubleshooting, and multi-tasking abilities, coupled with a robust technical background. The candidate excels in client-facing communication and efficiently handles user interactions through calls, chats, and emails, leveraging previous technical support experience.
Summary of Associate Manager Knowledge and Qualifications on Resume
1. BA in Business Administration with 3 years of experience
- Able to review agent metrics and meets with agents regularly to discuss performance
- Able to review calendar schedule for shifts and works with respective team leads for consistency
- Responsible for building and reviewing, sending Service Now data/ticket reports to Sr. leadership
- Able to continues to mentor and coach jr staff
- Works with Sr. leadership to develop developmental goals for agents
- Works with Sr. leadership to develop SMART goals for all agents
- Able to drive escalations to a resolution by engaging multiple teams within IQVIA
- Able to lead small projects within the team (FCR increases, Customer Satisfaction increases, gotoassist licensing, etc.
- Able to work and lead small teams for a specific result
2. BA in Business Management with 2 years of experience
- Able to help with administrative duties including staff scheduling and vacation, holiday planning
- Provide first and second level of support and convey resolution to customer issues
- Accurate escalation of unresolved queries to the next level of the support team
- Able to track, Route and redirect Problems to correct resources
- Able to utilize excellent customer service skills and exceed customers’ expectations
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Should possess a strong technical background, additionally
- Ability to deal with users through Calls, Chats and Email
- Should have prior technical support experience.
3. BA in Management with 1 year of experience
- Good typing speed (minimum 40 WPM and 98% accuracy).
- Logical thinker, signs time cards
- Good analytical and problem-solving skills
- Up-to-date technical knowledge
- Good interpersonal and customer care skill
- Flexible in working 24/7 environment
- Customer Service and Desk or Information Technology Experience
- Services as SME within the Service Desk and answers questions form more jr. staff
4. BA in Marketing with 4 years of Experience
- Experience in the pharmaceutical or biotechnology industry in a manufacturing function
- Significant experience in cell therapy, cell culture, cell differentiation, and purification
- Familiar with the PMDA regulations and guidance documents
- Experience implementing Quality/Compliance systems
- Excellent collaboration and organizational skills
- Develop workflows compatible with a controlled/cGMP environment
- Excellent work experience within a regulated cleanroom environment
- Understand and follow technical documents including Process Description, SOPs, and Master Batch Records
- Must possess strong organization and communication skills
- Ability to learn quickly new databases and analysis tools
5. BA in Human Resources Management with 3 years of Experience
- Expansive experience with stem cell biology and cell differentiation to immune cells
- Strong cell biology knowledge and experience
- Strong experience with pluripotent or somatic stem cell culture work
- Degree in immunology, hematopoiesis, stem cell biology, or related field
- Deep knowledge in several biological fields
- Understanding of cancer biology, T cell biology, immunology, cell therapy
- Knowledge of stem cell biology and cellular reprogramming
- Strong experience with general cell culture work
- Proven hands-on experience with stem cell differentiation using a variety of readout technologies
- Strong understanding of Excel, PowerPoint, and IQVIA data sets
6. BA in Finance with 3 years of Experience
- Working experience with a specialization in Public Health, International Policy, or Economics
- Project Management, Policy Research, and Analysis experience
- Must have ITIL V3/V4 certification
- Practical knowledge and experience with ITSM and ITIL
- Fully understands and models the company's key behaviors and core values
- Skilled in creating and delivering presentations to staff and customers
- Skilled in communicating technical topics to non-technical audiences
- Excellent oral and written communication skills
- Have the capability of leading large, enterprise-wide projects
- A broad knowledge of how various technologies are integrated throughout the company
Relevant Information