Admin Team Lead - Call Center

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.

General Job 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.

• 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.
• Proactiveness à likes to take measures and ensures continuous follow-up
• Continuous improvement centered.
• Analytical- and 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