Team Lead - Contact Center

Bosch Group; Fort Lauderdale (FL); On-site; USD 70,000 - 90,000; Full time

Job summary

Bosch Service Solutions North America LLC in Fort Lauderdale, USA seeks an Admin Team Leader for the Customer Service Team in the automotive sector. You will oversee service experts providing customer assistance and emergency support via phone, with a strong focus on performance and exceptional service.

The role emphasizes leadership, coaching, data analytics, and continuous improvement. You will work in a team environment, participate in planning meetings, and ensure adherence to Bosch standard

Qualifications

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

Responsibilities

• Operational contact for customer communications regarding service aspects.
• Analyze daily performance and derive required actions.
• Initiate intraday actions to improve KPIs.
• Monitor, track and improve productivity.
• Provide coaching to identify areas of improvement and support performance.
• Ensure adherence to Bosch standard processes and technology.
• Lead status and planning meetings with the team, company, and clients.
• Support and be proxy of Product Team Leader and Trainer.

Education

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

Tools

MS Office

Job description

• Legal Entity: Bosch Service Solutions North America LLC

Company Description

Bosch Service Solutions is a leading provider of Business Process Outsourcing optimizing services in the
following key areas: Customer Experience Services, Mobility Services, Monitoring Services as well as
Business and Shared Services. Around 9,000 associates provide and optimize customers’ business
processes in approximately 40 languages. Visit our website for more information at
www.boschservicesolutions.com.

Job Description

The position of the TL consists of two mandatory basic roles: Performance- and People Manager. 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.

• 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.
• 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.
• 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.
• 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 preferred
• Proficient in MS Office (Excel, Word, PowerPoint, Outlook).
• 4 years of experience as a Team Lead in Shared Service Center.

Additional Information

By choice, we are committed to a diverse workforce - EOE/Protected Veteran/Disabled.

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