Careers at ThermoFisher Scientific

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Job ID :
Location :
US - Tennessee - Memphis
Job Description

Demonstrate proficiency in:
• Call Center Management
• Performance Management
• Call Center Staffing Allocation and Hiring
• Process Improvement

Essential Duties and Responsibilities

• Assist with new business development
• Ensure adequate call center coverage to achieve service level targets
• Optimizing call center productivity, achieving correct quality standards and minimizing costs
• Resolve escalated complaints
• Assist internal and external customers in a friendly and respectful manner
• Continuously look for ways to improve the service offerings
• Manage recruitment initiatives including interviewing of potential candidates
• Development of telephone handling procedures
• Making sure that calls are answered by staff within agreed time scales and in an appropriate manner
• Coaching, and motivating call center staff on their performance
• Randomly monitoring calls to ensure that standards are high
• Managing information and statistics
• Managing staff bonus, reward, and performance
• Ensuring that all staff are kept informed of new working practices and technological changes
• Keeping a close eye on staff turnover, absenteeism and overtime
• Writing up correspondence that is to be sent to customers
• Attending weekly meeting to review progress and any problems
• Enrichment training and coaching where issues of performance are mutually discussed
• Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies
• Answers questions and recommends corrective actions to address customer complaints
• Communicate and follow up to ensure staff is fully informed of all new information related to products, procedures, customer needs, and company related issues, changes or actions.
• Keys information into computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.
• Determines work procedures, prepares work schedules, and expedites workflow
• Studies and standardizes procedures to improve efficiency in the department
• Maintains harmony among workers and resolves grievances
• Prepares internal and external required reports and distributes according to schedule and recipients

Supervisory Responsibilities

• Directly supervises 10-15 employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• High degree of analytical skills; recognizes and responds appropriately to problems and challenges. Arrives at sound solutions through analysis and weighing of relevant facts. Uses good judgment in difficult situations. Understands and considers short and long term impact of decisions.
• To perform the job successfully, an individual should demonstrate the following competencies

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service. Responds to requests for service and assistance; Meets commitments.

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification.

• Teamwork - Contributes to building a positive team spirit.

• Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services.; Continually works to improve supervisory skills.


  • Over eight years of call center experience in operations and administration
  • Knowledge and experience with call center technology and applications
  • Great managerial skills and team lead aptitude
  • Bachelor's degree (B. A.) or equivalent; or four or more year’s related experience and/or training; or equivalent combination of education and experience.
  • Minimum of 5 years customer service management experience
  • Strong leadership and communication skills
  • Proficient in prioritizing and managing multiple tasks
  • Relationship development
  • Strong presentation skills
  • Excellent problem resolution skills
  • The ability to travel

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
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