Team Lead - Contact Center

Company Description

Bosch Service Solutions is a leading provider of Business Process Outsourcing optimizing services in the

following key areas: Customer

Experience

• Services, Mobility Services, Monitoring Services as well as

• Business and Shared Services. Around 9,000 associates provide and optimize customers’ business

• processes in approximately 40 languages. Visit our website for more information at

• www.boschservicesolutions.com.

Job Description

The position of the TL consists of two mandatory basic roles: Performance- and People Manager. The Admin Team Leader of the Customer Service Team in the automotive sector is responsible for overseeing and guiding a team of service experts who provide customer assistance and emergency support via phone. This role requires strong leadership skills, strong focus on performance, and a commitment to delivering exceptional customer service.

• Operational contact for customer (external customer communication regarding service aspects)

• Analyze and derive actions from daily operational performance

• Initiate intraday actions to improve KPIs of daily operations.

• Monitor, track and improve productivity.

• Register complaints according to the internal process.

• Queue management.

• Resource management.

• Review workload and support prioritization.

• Implement and monitor quality assurance processes to ensure consistency and high standards in customer interactions.

• Provide coaching to identify areas of improvement and implement strategies to enhance performance.

• Utilize data analytics to identify trends, patterns, and areas of improvement.

• Responsible of the Continuous Improvement Process.

• Generate and communicate process improvement ideas.

• Perform administrative tasks (Scheduling, payroll, etc.)

• Disciplinary measures and appraisal interview.

• Ensure adherence to the Bosch standard processes and technology.

• Work in a team environment, which involves collaboration, active participation in team meetings and tasks, and use of team-based methods and tools.

• Participation in personnel recruitment.

• Lead and/or participate in status and planning meetings with the team, company, and clients.

• Support and being proxy of Product Team Leader as well as Trainer.

• Perform other functions related to the position.

Qualifications

• University degree in Business Administration, Industrial Engineering, or a related field preferred
• Strong computer skills
• Proficient in MS Office (Excel, Word, PowerPoint, Outlook).
• 4 years of experience as a Team Lead in Shared Service Center.
• English level B2+/C1

Additional Information

By choice, we are committed to a diverse workforce - EOE/Protected Veteran/Disabled.