Call Center Excellence Manager (BB-0B4FB)
Trouvé dans: Talent FR
Description:A world leader in the field of in vitro diagnostics for over 55 years, bioMérieux conceives, develops, produces and markets diagnostics solutions (systems, reagents, software and services) intended for clinical and industrial applications, which determine the origin of a disease or a contamination to improve the health of patients and insure consumer safety.bioMérieux is present in 44 countries and serves more than 160 countries with the support of a large network of distributors. Its corporate headquarters are located in Marcy l’Étoile, near Lyon, in France. Joining bioMérieux is choosing to be a part of an innovative company with a long term vision, committed to the service of public health and carried out with a humanist corporate culture. Our Company offers numerous opportunities for professional development. You want to help save lives across the globe? Join the 12,000 employees of bioMérieux! We are looking for a Call Center Excellence Manager who will work and grow within the Global Customer Service Business Process Management department and will report to the Service Operations BPO within a team of 3 co-workers. What will be your mission ? Under the guidance of the Business Process Owner, you will be responsible for the performance and the management of the Support Center business processes : Support the BPO as a representative of the functions & regions for Support Center processes and guarantee alignment between the business strategy as expressed by the function & region heads and the business processes and contribute to global, regional or local transformation projects. Lead, participate in, train and/or support an international network of Experts/Key Users to disseminate information, new processes & process improvements globally, and to capture requirements from users for process improvement in collaboration with other domains BPR, process architects and project teams. Own the best practices for the domain & associated business processes within scope : methodologies, operational workflows, Master Data, process KPIs, organization structures, leverage knowledge within the organization: define required skills, design training curriculum, ensure that the documentation is accurate and up-to-date (easyMap project), and make sure that end users receive the appropriate level of training to be efficient in their job. Collect, qualify and prioritize process improvement opportunities and follow-up their implementation with the relevant stakeholders, also providing adequate support during the implementation phase. Explain and promote the usage of standard processes & systems (including reporting) in order to develop end-users’ autonomy and performance in their daily tasks , compliant with internal control. Manage roles and authorization ensuring access, adequacy and segregation of duty rules. Who are you ? Master’s Degree or equivalent documented education in a relevant course of study with at least 5 to 8 years of operational experience in the Support Center design, change management, Support Center management and dedicated action plan. Demonstrated & successful experience working in an international/multicultural context, leading some kind of project to completion and working to solve a cross domain issue. Good interpersonal relationship skills & understanding of multicultural impacts on interpersonal relationships. Demonstrated high level of Adaptability / Flexibility, ability to facilitate meetings & decision making. Demonstrated drive toward execution & delivery of results. Ability to translate goals into action plans. English Fluent Working at bioMérieux means being involved long term with a pioneering, visionary and constantly growing company that allows its employees to live a stimulating and inspiring experience in a fulfilling work environment Our internal mobility policy offers numerous opportunities for each of our 12 000 employees to blossom throughout their career, while respecting each employee’s individual talents as well as their personal and professional development. At bioMérieux, over 200 professions - both scientific and non-scientific - offer our employees the opportunity to broaden their fields of expertise and develop cross-functional careers. We provide a rewarding experience in an international company that brings together talents from diverse backgrounds, thus fostering a daily aspiration to go beyond the limits. Helping improve public health around in the world : our mission gives purpose to every profession practiced within the company. bioMérieux is an Equal Opportunity, Affirmative Action Employer. M/F/Vet/Disability/Sexual Orientation/Gender Identity/GINA.
calendar_todayil y a 2 jours