Thermo Fisher Scientific seeks a Supervisor for Customer Service in Bangalore to lead a team of Customer Care Team Leaders at a high-volume support center processing over 102,000 requests monthly. The role involves personnel management, escalation resolution, process optimization, and cross-functional coordination across multiple time zones.
Responsibilities
Provide direct leadership and performance management to Customer Care Team Leaders
Handle escalated customer issues through investigation and cross-departmental resolution
Analyze staffing needs against business volumes and optimize operational efficiency
Conduct regular stakeholder meetings to review operational metrics and process performance
Develop and deliver training programs for customer care representatives on company policies and standards
Requirements
Bachelor's degree in Arts, Science, Commerce, or Business Administration
10+ years of customer care experience with 4+ years in leadership roles
Experience with traditional order processing systems
Strong stakeholder management and people leadership capabilities
Proficiency in Oracle, SAP, and Microsoft Office applications including Excel and Visio
Customer-focused mindset with continuous improvement orientation
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