Operations Manager - Support Center

About Us

At bioMérieux, we have been dedicated to making the world a healthier place for nearly 60 years. Throughout our global presence, we have continuously imagined and developed innovative diagnostic solutions to enhance the health of patients and consumers.

As a family-owned company, bioMérieux has evolved into a world leader in the field of in vitro diagnostics. Our entrepreneurial journey, which began over a century ago, is fueled by an unwavering commitment to improve public health on a global scale and contribute to a healthier world.

bioMerieux India

We are proud to be a 100% subsidiary of bioMérieux SA, based in Marcy L'Etoile, France, and have been serving the Indian market for over 25 years. With our comprehensive diagnostic solutions in clinical microbiology, immunology, molecular biology, and industrial microbiology, we cater to over 5000+ customers. Our offerings provide essential information to healthcare professionals and industry players, addressing critical areas such as antimicrobial resistance, sepsis, acute care syndromic approaches, and food safety. Through these efforts, we aim to protect the health of patients and consumers.

By joining bioMérieux, you become a part of an innovative company with a long-term vision, deeply committed to serving public health. Our corporate culture emphasizes a humanistic approach, and we are driven by a pioneering spirit.

We seek candidates who are motivated to invest in themselves, contribute to future projects, and be part of a collective adventure led by a pioneering spirit. Join us as we work towards a healthier future for all.

Position: Operations Manager – Support Centre
Education: Bachelor's degree in business, operations management, or a related field.
Experience: Proven experience 8-10 years in a support centre or customer service operations management role.
Location: New Delhi
Reporting to: Head – Technical Services

Primary Purpose and Overall Objective of the Job:
The Support Centre Manager is responsible for leading and developing the support centre team for effective resolution to customer queries. The role involves coaching, organizing, and ensuring team performance while adhering to company procedures.

Job Description
1. Lead, mentor, and manage a team of support staff, ensuring they have the necessary tools, training, and motivation to meet performance goals. Conduct regular performance reviews, provide coaching, and foster a positive work environment.
2. Oversee the day-to-day operations of the support centre, ensuring efficient workflows, adherence to processes, and prompt resolution of customer issues. Monitor and optimize staffing levels to meet demand and manage resources effectively.
3. Track and analyse key performance indicators (KPIs) such as call resolution times, customer satisfaction scores, and ticket handling efficiency. Identify areas for improvement and implement action plans to optimize performance.
4. Ensure that the support centre provides high-quality customer service by establishing best practices, creating a customer-focused culture, and ensuring team members are well-trained on products, services, and customer interaction techniques.
5. Identify operational bottlenecks and inefficiencies. Implement process improvements to enhance productivity and reduce turnaround times. Collaborate with other departments to improve customer experience and streamline workflows.
6. Oversee the use of customer support tools, software, and technology platforms. Ensure that the systems are being utilized effectively and collaborate with IT teams for upgrades or troubleshooting as needed.
7. Ensure that all service level agreements (SLAs) are met or exceeded, proactively addressing any issues that could result in non-compliance. Report on SLA performance and take corrective actions as needed.
8. Prepare and present regular reports on operational performance, resource utilization, and customer satisfaction to senior management.
9. Act as the primary point of contact for escalations, resolving complex customer issues. Collaborate with internal stakeholders such as sales, product, and IT teams to ensure smooth coordination between departments.

Skills and Qualifications:
1. Strong leadership and people management skills, with the ability to motivate and manage a diverse team.
2. Excellent communication and interpersonal skills.
3. Ability to analyse data and make informed decisions based on metrics.
4. Experience with customer support tools (CRM, ticketing systems) and workforce management software.
5. Ability to manage multiple priorities and work in a fast-paced environment.
6. Problem Solving: Continuous improvement mindset. Ability to look at process and drive efficiency on an ongoing basis to drive metrics.
7. Process Orientation: Ensuring robust process and procedures to drive consistent customer experience.
8. Customer Centricity: Sound customer knowledge, in-depth understanding of customer issues to best serve their interests.
9. Experience in implementing process improvements or lean methodologies.
10. Knowledge of industry standards and best practices in customer support