Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Purpose of the role

As a Supervisor, you will provide direct floor and personnel leadership to Customer Care Teams. This is a leadership position in a fast-paced inbound customer support center. You will handle escalated customer care issues either through direct personal action or referral to the proper individual/department. Coordinate site resources for the resolution of system related problems and provide specific feedback to other departments to aid in the identification and resolution of all open issues. This responsibility includes leveraging both on and off-site resources as necessary. You will also partner on the development of departmental guidelines and training material and lead implementation as necessary.

Responsibilities:

- Build strong relationships and maintain effective communication with internal stakeholders, global peer groups, and customers to enhance the overall customer experience.
- Conduct regular stakeholder meetings to review operational metrics, process performance, and business stability.
- Analyze staffing requirements against business volumes and identify opportunities to optimize operational efficiency.
- Lead and support Teams through coaching, guidance, and performance management to ensure alignment with organizational goals and KPIs.
- Monitor team productivity and provide constructive feedback to improve employee performance and engagement.
- Partner with management to support employee development, annual reviews, recognition, and disciplinary processes.
- Coordinate daily workload activities with cross-functional teams to ensure smooth operational flow and timely order processing.
- Assess operational issues, determine escalation requirements, and ensure timely resolution.
- Investigate customer complaints, identify root causes, and collaborate with relevant departments to implement corrective actions.




- Deliver training and coaching for Customer Care Representatives (CCRs) in accordance with company policies and service standards.
- Support initiatives aimed at improving customer experience, service alignment, and operational processes.
- Establish performance standards and goals for CCRs to support customer care excellence and retention objectives.
- Assist in recruitment and hiring activities to meet Customer Care team requirements.
- Contribute to the implementation of best practices to improve efficiency, reduce costs, and enhance customer satisfaction.
- Develop training programs and personal development plans to support employee growth and service excellence.
- Prepare and maintain timely operational and customer care reports for leadership review.
- Perform additional duties and special projects as assigned.
- Embrace PPI and involve in team driven actions to help improvements. Participates effectively in quality improvement teams and promotes co-operative effort between all departments and internal customers

Other Requirements

- Preferably Bachelor s degree (Arts, Science, Commerce, Business Administrations)
- 10+ years of successful Customer Care experience and demonstrated informal leadership opportunities.
- Experience dealing with all traditional order processing
- Solid communication, stakeholder and people management skills.
- Customer-focused mindset with continuous improvement orientation.
- Strong knowledge of Customer Care Order Entry, Quality and Workforce Management systems. Oracle, SAP, Salesforce, Genesys and other platforms
- Extensive knowledge of personal computer applications such as Microsoft Office including, Visio, Excel, Macros and Power-Point.
- Flexible to work in Shifts.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Supervisor, Customer Service (Bengaluru)
🏢 Thermo Fisher Scientific
📍 Bengaluru