Team Leader (BPO)

Bosch Service Solutions, Inc.; Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

Bosch Service Solutions Inc. in Manila seeks a results-driven Team Leader with 3+ years in a BPO setting to drive coaching, performance dialogue, and productivity improvements for customer service teams.

You will partner with operations and training to ensure consistency, resolve issues, and foster continuous improvement. Strong communication, data analysis, and tools like CRM and Microsoft Office are essential.

Qualifications

• 3+ years as a Team Leader in a BPO setting.
• Strong customer service principles and leadership skills.
• Excellent communication and conflict resolution abilities.
• Analytical skills to interpret data and drive improvements.
• Ability to work collaboratively in fast-paced environment.

Responsibilities

• Initiates and follows up on performance coaching for associates.
• Improves productivity by identifying deficiencies and recommending changes.
• Reports progress to the operations manager with analytics.
• Maintains relationships with clients and internal teams to ensure satisfaction.
• Supports in conflict and change management and employee advocacy.

Skills

Team leadership

Customer service

Communication

Conflict resolution

Analysis & reporting

Collaboration

Tools

Microsoft Office

CRM

Report visualization

Job description

Company Description

At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people’s lives. Our promise to our associates is rock-solid: we grow together, we enjoy our work, and we inspire each other. Join in and feel the difference.

Established in 1985 as a monitoring center and provider of communication services, Bosch Service Solutions Inc. today ranks among the leading international providers of Business Process Outsourcing services. Employing more than 4,000 associates in Europe, Asia and South America, Bosch Service Solutions Inc. provides and optimizes business processes for our customers.

Job Description

• Initiates and follow up action related to Performance dialogue and coaching of the associates.
• Improves productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting, and employee engagement.
• Reports operational achievements and progress to the operations manager on a regular basis including statistical analysis and improvement of action plans.
• Works with operations manager to ensure operational consistency.
• Follows up with unsatisfied customers to ensure issues are resolved and the customers are satisfied.
• Maintains a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and theapplication of tools for monitoring, management and optimization.
• Builds relationships with the operational and technical department management of our key customers.
• Develops a strong relationship with the clients and customers to increase customer satisfaction.
• Fosters leadership by example and upholds Bosch values.
• Supports in conflict and change management.
• Resolves employee issues and act as the employee advocate when dealing with Support functions (e.g., HR, WFM, etc.) or departmental processes.
• Performs required administrative tasks related to team leader responsibilities not limited to time keeping check

Qualifications

• At least 3 years experience as a Team leader in a BPO industry
• With expertise in Order Management
• Must have a good understanding of a "services business" in a technical support environment Proven experience as a Team Leader in a BPO or customer service
• Strong understanding of customer service principles.
• Excellent communication and conflict resolution abilities.
• Strong analytical skills with the ability to interpret data and identify trends for process improvement.
• Proficiency in Microsoft Office, CRM and report visualization and other relevant software for performance and data analysis.
• Strong communication and interpersonal skills to effectively conduct performance management, coaching, and training to customer service representatives.
• Ability to work collaboratively in a fast-paced organization.
• Proactive and adaptable with the ability to identify opportunities for improvement and implement effective strategies.
• Team player with the ability to collaborate with management, trainers, and customer service representatives to drive quality and efficiency initiatives.
• Passion for continuous learning and staying updated on industry best practices and trends in customer service.
• Ability to work in shifting schedule
• Amenable to work onsite