Admin Team Lead - Call Center

Bosch Group; Fort Lauderdale (FL); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player in the automotive sector seeks a dynamic Admin Team Leader to guide a team of service experts. This role is pivotal in delivering exceptional customer service while overseeing daily operations and improving performance metrics. You will be responsible for coaching team members, implementing quality assurance processes, and utilizing data analytics to drive continuous improvement. Join a forward-thinking company that values innovation and teamwork, and make a significant impact in a fast-paced environment where your leadership skills will shine.

Qualifications

• 4 years of experience as a Team Lead in Shared Service Center.
• Strong computer skills including MS Office.

Responsibilities

• Operational contact for customer communication regarding service aspects.
• Analyze and derive actions from daily operational performance.

Skills

Leadership

Analytical Skills

Customer Service

Time Management

Proactiveness

Assertive Communication

Problem Solving

Prioritizing Skills

Education

University degree in Business Administration

Industrial Engineering or related field

Tools

MS Office

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.
• 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.
• Strong computer skills including MS Office.
• 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
• Continuous improvement centered.
• Analytical- and problem solving skills.
• Sense of urgency.
• Prioritizing skills.
• Assertive communication.
• Customer service driven.
• Time management.
• Forward thinking and anticipation.
• Ability to work in a fast-paced environment.
• English level B2+/C1

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.