Supervisor, Customer Service in Bangalore, भारत

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