Helpline & Dispatching Senior Manager - EuropeBarcelona, Catalonia, ESWondering what's within Beckman Coulter Diagnostics? Take a closer look. For more than 80 years we've been dedicated to advancing and optimizing the laboratory to move science and healthcare forward. Join a team where you can be heard, be supported, and always be yourself. We're building a culture that celebrates backgrounds, experiences, and perspectives of all our associates.
The Helpline Dispatching Senior Manager - Europe for Beckman Coulter Diagnostics will be responsible for the strategic and operational management of our helpline and dispatching services across multiple European countries. This role will leverage advanced technology and AI to drive efficiencies, innovation, and potentially full automation. The successful candidate will ensure the highest standards of customer service, optimize dispatching processes, and lead a diverse team to achieve operational goals.
This position is part of Customer Care in Europe and will be Remote – covering the Western EU Helpline Dispatching. At Beckman Coulter, our vision is to relentlessly reimagine healthcare, one diagnosis at a time. You will be a part of the Europe Customer Care Team and report to the VP Customer Care.
In this role, you will have the opportunity to:Develop and implement innovative strategies to enhance helpline and dispatching services, scaling activities based on language coverage.Drive the adoption of AI and automation to streamline processes and improve service delivery.Oversee daily operations of helpline and dispatching teams to ensure efficiency and effectiveness.Implement best practices and continuous improvement initiatives to optimize service delivery.Lead, mentor, and develop a high-performing team of managers and staff across multiple locations.Support the team through the transition to a new organizational structure.Ensure that all customer interactions are handled professionally and effectively.Implement technology solutions to minimize impact on language barriers across the EU.Build strong relationships with internal and external partners and vendors.Essential Requirements:Bachelor's degree in Business Administration, Operations Management, or a related field (Master's degree preferred).Minimum of 10 years of experience in helpline, dispatching, or customer service management, with at least 5 years in a leadership role.Proven track record of managing large, multi-location teams in a fast-paced environment.Strong analytical skills with the ability to interpret data and make data-driven decisions.Excellent communication and interpersonal skills, with the ability to influence and lead diverse teams.Preferred Qualifications:Proficiency in relevant software and technology platforms, with a strong understanding of AI and automation tools.Fluency in English is required; additional European languages are a plus.This position is eligible for a remote work arrangement in which you can work remotely from your home. As part of the leadership of Customer Care, travel for about 25% of the time will be required.
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