Team Lead, Customer Service Operations

Home Comfort Group; Wichita (KS); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Premium health coverage

401(k) with generous matching

Ample paid time off

Parental leave

Life and disability protection

Job summary

Bosch in Wichita, United States, seeks a dynamic Grade 1 Group Leader Direct to lead a team of customer service representatives, ensuring top-tier service delivery and strong performance. You will manage scheduling, provide coaching, and drive improvements across processes and metrics.

The role emphasizes coaching, hiring participation, and collaboration with other departments to enrich the customer experience in a fast-paced, safety-focused manufacturing environment.

Qualifications

• Proven experience in a leadership role, preferably in a customer service or direct service environment.
• Strong leadership skills with the ability to motivate and inspire team members.
• Excellent customer service skills and a deep understanding of customer service best practices.
• Outstanding communication and interpersonal skills.
• Demonstrated problem-solving abilities and decisive decision-making capabilities.
• Strong organizational and time management skills.
• Proficiency in performance management and team development.
• Experience with customer service software and tools.
• Leadership or customer service management certifications (preferred).
• Ability to work flexible hours, including evenings and weekends.

Responsibilities

• Manage and motivate a team of customer service representatives to achieve targets.
• Oversee daily operations, including scheduling, workflow management, and resource allocation.
• Provide coaching, mentoring, and performance feedback to team members.
• Analyze team performance metrics and implement strategies for continuous improvement.
• Handle escalated customer issues and complaints with professionalism and efficiency.
• Collaborate with other departments to enhance customer experience and streamline processes.
• Ensure compliance with company policies, procedures, and industry regulations.
• Identify and implement training initiatives to enhance team skills and knowledge.
• Participate in hiring, onboarding, and ongoing development of team members.

Skills

Leadership

Customer service

Communication

Problem solving

Time management

Coaching

Team development

Performance management

Job description

Bosch in Wichita, United States, seeks a dynamic Grade 1 Group Leader Direct to lead a team of customer service representatives, ensuring top-tier service delivery and strong performance. You will manage scheduling, provide coaching, and drive improvements across processes and metrics.

The role emphasizes coaching, hiring participation, and collaboration with other departments to enrich the customer experience in a fast-paced, safety-focused manufacturing environment.