Customer Service Team Lead-multi Client Program

Company Description Job Description Position Summary**

The Customer Service Team Lead will act as a contact point for all aspects of operations within their responsibilities. Supervise team to complete daily tasks. The person has to be reliable and confident.

General Job Responsibilities

• The Team Lead will be responsible for achieving internal and external service level metrics and will be the point of contact for all Specialists on duty during their shift.
• The Team Lead will be the point of escalation for any situation on the production floor.
• The Team Lead owns service level achievement and quality improvements for the team and shift schedules. Performance follow-up and compliance with operational procedures, thus ensuring operational excellence, and continuous improvement is driven from the Team Lead level.
• Keep the team abreast of customer needs, specifications, targets, development process, design standards, techniques, and tools to support task performance.
• Maintain data quality in service data management tools
• Communicate effectively between other groups within the company
• Supervise team, conduct one on ones, evaluate the team, the associate’s performance and administrative tasks (Telephony system, payroll, etc).
• Review the team´s results with the Business Partner and implement improvements in the process.
• Develop and manage staffing for all service delivery areas
• Monitor, track and improve productivity
• Monitor, track and improve key performance indicators (KPIs).
• Manage and respond to escalated issues within the process and from Bosch customers from the Global and Regional Accounting organizations and Business Units
• Participate in scheduled or unscheduled audit activities when appropriate, including mobilizing resources to work with the audit team and to provide the required documents to support the audit process
• Responsible for disciplinary measures and appraisal interview (GPD)
• Ensure all processes adhere to Bosch standard policies and regulatory requirements.
• Generate and communicate process improvement ideas.
• Generate work-plans to meet targets and manage workload balances.
• Work in a team environment, which involves collaboration, active participation in team meetings and tasks, and use of team-based methods and tools.
• Design and coordinate complex processes aligned with target requirements.
• Mentor for team members.
• Participation in personnel recruitment.
• Lead and/or participate in status and planning meetings with the team, company and clients.
• Perform other functions related to the position.

Qualifications

• Advanced Business or related field, bachelor’s degree is a plus.
• 4 - 5 years of Call Center Experience as Team Lead or Supervisor
• Proficiency in Microsft Office
• English level C1
• Results and customer service oriented.
• Teamwork
• Able to work in a fast-paced environment.
• Assertive communication
• Leadership
• Work as a role model

Additional Information 4) Bosch Service Solutions Costa Rica: Overview | LinkedIn