Product Team Lead - Call Center
Aufgaben
Product Owner and People Manager. The Product 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 quality, and a commitment to delivering exceptional customer service.
General Job Responsibilities
- Operational contact for customer (external customer communication regarding service aspects)
- Analyze and derive actions from quality checks
- Supports coordination and processing trainings (knowledge transfer to agents)
- Initiate intraday actions to improve quality of daily operations.
- Monitor, track and improve productivity.
- Register complaints according to the internal process.
- Queue management.
- Resource management.
- Review workload and support prioritization.
- Review open/pending tickets.
- 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.
- 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 Admin Team Leader as well as Trainer.
- Perform other functions related to the position.
Profil Requirements & Skills:
- University degree in Business Administration, Industrial Engineering, or a related field.
- Strong computer skills including MS Office.
- 4 years of experience as a Team Lead in Shared Service Center.
- Leadership.
- Accountability.
- Ownership and follow through Continuous improvement centered.
- Proactiveness à likes to take measures and ensures continuous follow-up
- Problem solving skills.
- Sense of urgency.
- Prioritizing skills.
- Assertive communication.
- Customer service driven.
- Time management.
- Forward thinking and anticipation.
- Ability to work in a fast-paced environment.
- English level B2+/C1
Requirements & Skills:
- University degree in Business Administration, Industrial Engineering, or a related field.
- Strong computer skills including MS Office.
- 4 years of experience as a Team Lead in Shared Service Center.
- Leadership.
- Accountability.
- Ownership and follow through Continuous improvement centered.
- Proactiveness à likes to take measures and ensures continuous follow-up
- Problem solving skills.
- Sense of urgency.
- Prioritizing skills.
- Assertive communication.
- Customer service driven.
- Time management.
- Forward thinking and anticipation.
- Ability to work in a fast-paced environment.
- English level B2+/C1
Kontakt & Wissenswertes
Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors. More information is available at www.boschservicesolutions.com.
All your information will be kept confidential according to EEO guidelines.
BOSCH is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives
FIRST Robotics (For Inspiration and Recognition of Science and Technology)
AWIM (A World In Motion)
Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization is not available.
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