Admin Team Lead - Call Center

Robert Bosch Group; Fort Lauderdale (FL); On-site; USD 60,000 - 90,000; Full time

Job summary

An established industry player in the automotive sector is seeking a dynamic Admin Team Leader to oversee a dedicated customer service team. This role emphasizes leadership and performance, ensuring exceptional service delivery while managing operational efficiency. The ideal candidate will possess strong analytical skills and a proactive approach to problem-solving. Join a company that values innovation and continuous improvement, where your contributions will directly impact customer satisfaction and operational success. If you're ready to lead a team in a fast-paced environment, this opportunity is perfect for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k with Company Match

Tuition Reimbursement

Paid Time Off

Flexible Spending Accounts

Employee Assistance Program

Monthly Incentive Bonuses

Training Completion Bonuses

Qualifications

• 4 years of experience as a Team Lead in Shared Service Center.
• Strong focus on performance and exceptional customer service.

Responsibilities

• Oversee and guide a team of service experts providing customer assistance.
• Analyze daily operational performance and improve KPIs.
• Implement quality assurance processes to ensure high standards.

Skills

Leadership

Analytical Skills

Problem Solving

Time Management

Proactiveness

Education

University degree in Business Administration

University degree in Industrial Engineering

Job description

• Legal Entity: Bosch Service Solutions North America LLC

Company Description

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. More information is available at www.boschservicesolutions.com. BMW Connected Drive: https://www.bmwusa.com/explore/connecteddrive.html

Company benefit are eligible from Day 1 of employment, includes but not limited to the following:

• Health and Wellness: Medical, Dental, Vision, Health Savings Account, Flexible Spending Accounts, Telemedicine
• Time off: PTO, PAA (sick), paid company holidays
• Retirement: 401k and Roth IRA with company match
• Company paid benefits: Short-term disability, Long-term disability, Life insurance, and AD&D Coverage
• Additional Benefits: Tuition reimbursement, Employee Assistance Program (EAP),Monthly Incentive Bonuses,Training Completion Bonuses,Shared Accounts Bonuses
• Salary commensurate with market rates, Shift Differential Payment

Job Description

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.

General Job Responsibilities

• 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.
• 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.
• 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.
• 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.
• 4 years of experience as a Team Lead in Shared Service Center.
• Leadership.
• Accountability.
• Ownership and follow through.
• Proactiveness à likes to take measures and ensures continuous follow-up
• Analytical- and problem solving skills.
• Sense of urgency.
• Time management.
• Forward thinking and anticipation.
• Ability to work in a fast-paced environment.

Additional Information

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors. More information is available at www.boschservicesolutions.com.

All your information will be kept confidential according to EEO guidelines.

BOSCH is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives

FIRST Robotics (For Inspiration and Recognition of Science and Technology)

AWIM (A World In Motion)

Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization is not available.