Lead, Contact Center Operations — Performance & People Manager

Bosch USA; Fort Lauderdale (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Bosch USA in Fort Lauderdale is seeking an Admin Team Leader to guide a customer service team in the automotive sector. You will oversee service experts, drive performance, and ensure exceptional customer interactions across channels.

You will monitor daily operations, analyze metrics, coach staff, and implement continuous improvements while coordinating with product teams and stakeholders to meet client expectations.

Qualifications

• University degree in Business Administration, Industrial Engineering, or a related field preferred.
• Strong computer skills.
• Proficient in MS Office (Excel, Word, PowerPoint, Outlook).
• 4 years of experience as a Team Lead in Shared Service Center.
• English level B2+/C1.

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.

Skills

Strong leadership skills

Strong computer skills

Education

University degree in Business Administration, Industrial Engineering, or a related field

English level B2+/C1

Tools

MS Office

Job description

Bosch USA in Fort Lauderdale is seeking an Admin Team Leader to guide a customer service team in the automotive sector. You will oversee service experts, drive performance, and ensure exceptional customer interactions across channels.

You will monitor daily operations, analyze metrics, coach staff, and implement continuous improvements while coordinating with product teams and stakeholders to meet client expectations.