Team Lead - Contact Center

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.

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.