Customer Service Team Lead — Performance & People Manager

Bosch USA; Fort Lauderdale (FL); On-site; USD 60,000 - 85,000; Full time

Job summary

Bosch USA is seeking a capable Team Leader for its Customer Service Team. You will oversee service experts handling customer assistance and emergency support by phone, and drive performance through KPI analysis and intraday actions.

The role requires leadership, strong coaching abilities, and adherence to Bosch standard processes while working with cross-functional teams and participating in recruitment.

Qualifications

• 4 years of experience as a Team Lead in Shared Service Center.
• Bachelor's degree in Business Administration or related field.
• Strong computer skills and Proficient in MS Office.
• English level B2+/C1.

Responsibilities

• Oversee and guide a team of service experts delivering customer assistance and emergency support by phone.
• Analyze daily operational performance and initiate intraday actions to improve KPIs.
• Monitor productivity, workload, and prioritization; participate in recruitment.
• Provide coaching and implement strategies to enhance performance.
• Lead status and planning meetings with team, company, and clients; ensure adherence to Bosch processes.
• Manage scheduling, payroll, and general administrative tasks; conduct disciplinary measures and appraisals.

Skills

Leadership

Communication

Customer service mindset

Education

Bachelor's degree in Business Administration

Related field preferred

Tools

MS Office

Job description

Bosch USA is seeking a capable Team Leader for its Customer Service Team. You will oversee service experts handling customer assistance and emergency support by phone, and drive performance through KPI analysis and intraday actions.

The role requires leadership, strong coaching abilities, and adherence to Bosch standard processes while working with cross-functional teams and participating in recruitment.