Manager, Training & Technical Support L2, ASPAC
Who We Are:-
A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. Our entrepreneurial adventure, begun over a century ago, is driven by an unrelenting commitment to improve public health worldwide.
Since 1963, we've been paving the way in the field of invitro diagnostics and have contributed greatly to improving public health and making the world a healthier place. The solutions that our teams imagine, develop and manufacture are key to enable healthcare professionals and industry players to make confident decisions to improve patient outcome and ensure consumer safety.
It is today present in 44countries, serves more than 160 countries with the support of a large network of distributors, and supported by more than 13,000 employees worldwide.
Role purpose
The Support Center Manager is responsible for the day-to-day performance and management of a team of support agents, ensuring high-quality, timely and efficient handling of customer requests. The role combines people leadership, operational control & metrics continuous monitoring, and continuous improvement to deliver excellent customer experience while meeting SLOs, SLAs and productivity targets.
Key responsibilities
- Team leadership & people management
-Lead, motivate and organize a team of support agents, Support recruitment & onboarding -Coach & develop team members (objective definitions, feedback, development, training needs & plans
- Operational supervision
-Monitor real-time activity across all channels (phone, email, chat, portal) and adjust resources accordingly. -Ensure cases/tickets are properly triaged, routed, and prioritized according to defined rules. -Act as the first point of operational escalation for complex or sensitive customer issues. -Coordinate with Level 2 and Level 3 support and other internal teams to resolve escalated cases. -Ensure compliance with standard operating procedures, scripts, and knowledge base.
- Customer experience & quality
-Supervise the quality of customer interactions through regular call and ticket monitoring. -Use customer feedback (surveys, complaints) to identify improvement opportunities. -Drive a customer-centric mindset within the team, ensure professional, and solution-oriented communication. -Implement corrective actions when quality or customer satisfaction targets are not met.
- Performance management & reporting
-Monitor and analyze KPIs (e.g. abandoned call rate, service level, average handling time…) -Communicate on regular basis operational reports (daily/weekly/monthly) -Identify trends and root causes for deviations from targets and define action plans. -Follow up on action plans and report progress to management.
- Process & continuous improvement
-Identify process gaps, inefficiencies, and recurring issues impacting customers or agents. -Propose and help implement improvements to workflows, scripts, and knowledge base content. -Participate in projects related to new tools, processes, or organizational changes affecting the support center. -Contribute to UAT and pilots for new features and support tools.
- Compliance & governance
-Ensure compliance with internal policies and external regulations (e.g. data protection, quality, regulations). -Guarantee accurate documentation of cases and proper use of CRM/ticketing systems. -Represent the support center in cross-functional meetings when required.
Education & experience
-Bachelor’s degree in business, IT, Customer Service Management, or equivalent experience. -3–5 years of experience in customer support / contact center / service desk environment. -2-3 years in a managing position such as team lead or supervisory role
Skills
-Strong people management and coaching skills. -Excellent communication skills (written and oral). -Good analytical skills and ease with KPIs, dashboards, and reports. -Solid knowledge of customer service processes; experience with CRM / ticketing tools (e.g. Salesforce, ServiceNow, Zendesk, etc.). -Ability to manage priorities and make decisions in a fast-paced environment. -Fluent English