Customer Service Group Lead — Inspire & Optimize

Bosch; Wichita (KS); On-site; USD 50,000 - 75,000; Full time

Job summary

Bosch in Wichita, United States, is seeking a Grade 1 Group Leader Direct to lead a customer service team, drive performance, and deliver exceptional service.

You will coach staff, manage daily operations, and work with other departments to optimize processes while upholding company policies. The role requires leadership experience in service and flexibility to work evenings and weekends.

Qualifications

• Leadership experience in customer service or direct service.
• Strong ability to motivate and inspire teams.
• Excellent customer service skills and best practices.
• Outstanding communication and interpersonal skills.
• Demonstrated problem-solving abilities and decisive decision-making.
• Strong organizational and time management skills.
• Experience with customer service software and tools.
• Leadership or customer service management certifications preferred.
• Ability to work flexible hours including evenings and weekends.

Responsibilities

• Lead and motivate a team of customer service representatives.
• Oversee scheduling, workflow, and resource allocation.
• Provide coaching, mentoring, and performance feedback.
• Analyze metrics and implement improvement strategies.
• Handle escalated customer issues professionally.
• Collaborate with other departments to improve processes.
• Ensure compliance with policies and regulations.
• Identify and implement training to enhance skills.
• Participate in hiring, onboarding, and development.

Skills

Leadership

Customer service

Communication

Problem solving

Time management

Organizational skills

Coaching

Hiring

Flexibility

Certifications

Tools

CRM software

Job description

Bosch in Wichita, United States, is seeking a Grade 1 Group Leader Direct to lead a customer service team, drive performance, and deliver exceptional service.

You will coach staff, manage daily operations, and work with other departments to optimize processes while upholding company policies. The role requires leadership experience in service and flexibility to work evenings and weekends.