Job Description
When you’re part of Thermo Fisher Scientific, you’ll do challenging work, and join a team that values performance, quality and innovation. As part of a successful, growing global organization you will be encouraged to perform at your best. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.
Position Summary:
This position reports directly to the Customer Service Manager Training and Quality Europe and is responsible for the training of all new Customer Service staff. The role will provide training and coaching as needed to improve the general skill set of the team as well as providing fundamental management training for leads and supervisors. It will also be responsible for the monitoring of call quality and general workload standards against defined criteria. Along with the management team they will monitor agent coaching programs and feedback practices to ensure that agents are providing excellent customer service and are adhering to the policies and procedures of the customer service team.
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Responsibilities
- Training will focus primarily on customer service skills including systems, procedures, and improving customer allegiance.
- Responsible for course development and maintenance, the availability of appropriate materials and equipment
- Trains employees regarding customer service policies and procedures, basic job skills and client-contract specific requirements, and customer service systems.
- Conduct various training sessions to meet facility needs (e.g. on-the-job, customer service, systems enhancements, refresher, technical, retention programs, policy and procedures changes, etc.).
- Develops curriculum and deliver classroom training on all aspects of processes, including soft skills and technical skills.
- Organizes and prepare all necessary training materials.
- Plan and coordinate training sessions in local call center sites.
- Supervises, coaches, and evaluates new hires while in training and counsels when necessary to address areas of improvement.
- Develops, implements and monitors class and individual agent level performance scorecards.
- Conduct needs assessment and analyzes findings in order to identify training and employee development needs, with moderate supervision and on an ongoing basis.
- Creates reports including management summaries and status reports on training issues and initiatives.
- Listens to recorded calls and evaluates them according to defined standards for Call Management, Communications skills, Job Knowledge and System Interactions, as well as First Call Resolution.
Outputs
- Provides scoring and written feedback on the evaluations to include coaching tips and suggestions for improvements.
- Maintain local quality metrics and coordinate the quality recognition program at the site. QA’s may occasionally coach CSSs to help improve quality scores Administer Cust Allegiance (CARES) recognition program locally Investigate and respond to CAS Action Alert surveys
- Conduct one-on-one coaching with CSRs as needed to assist Supervisors
- Works with others to maintain a positive attitude and committed work environment
- Facilitate calibration meetings and publish associated reporting and meeting minutes.
Other duties may include:
- Interpret and share weekly status reports on open issues.
- Identify and report reoccurring customer service errors.
- Provide input regarding calibration process and techniques for ensuring consistency across team of evaluators
- Establish and maintain appropriate files and records.
- Some degree of travel will be required
Minimum Requirement/Qualifications:
- A-Level/Degree educated (or equivalent)
- Minimum of two+ years supervisory customer service experience to ensure knowledge & understanding of all internal customer service policies and procedures.
- Training qualification would be desirable
Non-Negotiable Hiring Criteria:
- Must possess excellent interpersonal skills to be able to coach employees, relate well to different levels of the organization and customers, work effectively as part of a team, and handle conflict effectively.
- Must possess the analytical skills and be detailed oriented to create meaningful and effective programs, calculate and summarize results of needs analysis.
- Must have excellent written and verbal communications skills to write and deliver training and develop action plans.
- Must possess good presentational skills to maintain participant’s interest and achieve learning objectives.
- Must have strong organizational skills in order to work in a fast paced environment handling multiple demands.
- Must be able to work independently and yet contribute and relate well to a team.
- Must be proficient in Microsoft Office Suite.
- Must be comfortable working in ambiguous and/or stressful situations
- Must be self-motivated and know when to seek guidance.
- Flexibility, demonstrated ability to change priorities quickly, and capacity to handle multiple tasks
- All candidates must be able to speak English fluently in order to work across a European organization
- Must be fluent in all communication mediums in English as well as in local language
Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.
Apply today! http://jobs.thermofisher.com
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.
