Admin Team Lead - Call Center

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

Job summary

An established industry player is seeking an Admin Team Leader for its Customer Service Team in the automotive sector. This role involves leading a team of service experts dedicated to delivering exceptional customer support. You will be responsible for analyzing performance, improving operational KPIs, and implementing quality assurance processes. The ideal candidate will possess strong leadership skills, a commitment to continuous improvement, and the ability to thrive in a fast-paced environment. Join a dynamic team committed to excellence and innovation in customer service.

Benefits

Health and Wellness benefits

401k and Roth IRA with company match

Tuition reimbursement

Employee Assistance Program (EAP)

Monthly Incentive Bonuses

Training Completion Bonuses

Shared Accounts Bonuses

Paid Time Off (PTO)

Paid company holidays

Short-term and Long-term disability

Qualifications

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

Responsibilities

• Oversee and guide a team of service experts providing customer assistance.
• Monitor and improve productivity and KPIs of daily operations.
• Implement quality assurance processes for customer interactions.

Skills

Leadership

Analytical Skills

Customer Service

Time Management

Problem Solving

Proactiveness

Assertive Communication

Prioritizing Skills

Education

University degree in Business Administration

University degree in Industrial Engineering

Tools

MS Office

Job description

**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.

+ 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.