Director, Training (Call Center)

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, enabling our customers to make the world healthier, cleaner and safer. With annual revenues of $10 billion, we have more than 30,000 employees and serve over 350,000 customers within pharmaceutical and biotech companies, hospitals and clinical diagnostic labs, universities, research institutions and government agencies, as well as environmental and industrial process control settings. Serving customers through two premier brands, Thermo Scientific and Fisher Scientific, we help solve analytical challenges from routine testing to complex research and discovery. Thermo Scientific offers customers a complete range of high-end analytical instruments as well as laboratory equipment, software, services, consumables and reagents to enable integrated laboratory workflow solutions. Fisher Scientific provides a complete portfolio of laboratory equipment, chemicals, supplies and services used in healthcare, scientific research, safety and education. Together, we offer the most convenient purchasing options to customers and continuously advance our technologies to accelerate the pace of scientific discovery, enhance value for customers and fuel growth for shareholders and employees alike. All of our employees share a common set of values - Integrity, Intensity, Innovation and Involvement. Our ability to grow year after year is driven by our ability to attract, develop and retain world-class people who will thrive in our environment and share in our desire to improve mankind by enabling our customers to make the world healthier, cleaner and safer. If you share in our values and if you're looking for an employer who is strongly committed to developing talent and rewarding achievement, come grow with us at Thermo Fisher Scientific. Thermo Fisher Scientific is an Equal Employment Opportunity and Affirmative Action employer. Job Description Director, Training (Call Center) The Customer Excellence Training Director is responsible for developing and implementing training programs that ensure all customer-facing personnel deliver a high quality Thermo Fisher Scientific experience. The position has global responsibility for establishing the training protocols, standards and metrics and leading and directing the Thermo Fisher business units in adoption and successful implementation. Essential duties include: - Establishes minimum customer service training and certification standards, training curriculum and role-based training paths for all customer facing positions including, but not limited to, customer service/call center, sales, service and accounts receivable line and management personnel. -Specifies role-based new hire minimum requirements and training paths - Designs specific training curriculum and course materials for above related job roles and responsibilities -Conducts "Train the Trainer" programs inlcuding assessment and certification of specific business unit training personnel. - Develops implementation and training plans for new business (merger and acquisition) assimilation of training and customer experience criteria. -Develops metrics and analytics for monitoring and assessment of training program effectiveness for continuous improvement initiatives -Ensures a commitment to continuous improvement utilizing PPI methodology for all training programs through the analysis of CAS scores and metrics -Conducts regular monitoring and auditing of divisional training programs, and corrective actions as required, against approved standards - Researches and adopts new training techniques and methods and implements enhancements to existing programs to ensure continuous improvement of customer service quality and delivery efficiency. Minimum Requirements/Qualifications: Minimum requirements include demonstrated success in implementing training programs in a customer service/call center environment. The successful candidate will have a bachelors degree in an appropriate field with a strong preference for a graduate degree in adult education, training or a related field.  The ability to travel domestically and internationally on average 50% and demonstrated success in leading without authority (working in a matrixed environment) is key. Non-Negotiable Hiring Criteria: 10 years overall experience in a customer service/call center environment; 3 years demonstrated success in designing and implementing job skills training for customer service personnel; knowledge of standard call center operating metrics and performance standards     Education: Bachelors Job Level: Director