Team Leader | Customer Service - Emergency Line

Team supervision and coordinate operations as specified in the service agreements and within KPI standards and leads our Team as “People Manager”. The position helps bond operations to department strategy and goals via communication between management and stakeholders/ customers. It the one of operational contacts for Clients.

Duties and responsibilities:

• Be the first point of contact in Bosch Lisbon SO regarding the team activities and leads the whole team functionally;
• Supervise the local team activities and organization, ensuring the correct disciplinary responsibilities for them including time management, compliance assurance, needed workplace setup such as accesses, tools and equipment, for local Lisbon Team;
• Lead the team with multiple stakeholders/customers; 
• Proactively drives continuous process improvements, operational efficiencies, implements corrective measures after aligning with impacted stakeholders;
• Manages expectations of the different services, stakeholders, and team members while ensuring business continuity;
• Sets team targets in alignment with department and division strategy/ targets, manages resource allocation, recruitments for the team, escalations and quality topics;
• Attend internal management meetings to share information, discuss service's results and evolution, promote team alignment, and guarantee the area supervision and improvement;
• Analyse and derive actions from quality assurance;
• Provide guidance, support and coaching to the team, ensuring the necessary training and a proper performance appraisal to promote team effectiveness, development and motivation;
• Be part of the department leadership for location/ department related common issues and for defining strategic way forward;
• Identifies and drives measures to obtain cost efficiencies within respective scope of control.

Education and Language:

• Education completed successfully (or any other comparable qualification)
• English: C1 (Mandated irrespective of team)

Work Experience:

• 3 years of Team leading and/or 3 to 5 years in relevant operations expertise

Soft-Skills:

• Problem solver and ability to firefight in stressful environment
• Prioritize and delegate
• Ability to communicate (assertively if required), motivate the team and influence the team and stakeholder
• Ability to proactively resolve problems
• Ability to comprehend and think from a department perspective and not only from a team perspective

To consider:

• Personality: Motivate and organize himself/herself and others, open-minded, sensitive, but also assertive
• Problem solving: Complexity of the problems encountered, and its extension; and quality and autonomy of rational required by the function to identify, define, and find solutions that are presented to it
• Working method: Work responsibly, pro-active, well-structured and manage tasks prioritization