Trilingual Customer Service Team Lead

Company Description

• Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. 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 as well as information and communication technology.

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 must be reliable and confident.

General Job Responsibilities

• Each Team Lead will be responsible for meeting 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 (ICBM, 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
• Manage the integration of work within the process area and outside the process area to other processes
• 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
• Disciplinary measures and appraisal interview (GPD)
• Ensure that all processes adhere to the standard Bosch process and technology accept where applicable
• Ensure all processes adhere to Bosch standard policies and regulatory requirements
• Review the team´s results with the Business Partner and implement improvements in the process
• 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 coordination of complex processes in line with target requirements within given systems.
• Proposal for take over processes from other entities.
• Validating process manuals.
• Providing support to the head of GSA and to other departments
• Comparison between current and target situation, eventually initiation of measures of correction.
• Disciplinary and target leadership of one team within the GSA (e.g. task coordination, task distribution to team members, quality management).
• Mentor for new placements, participation in personnel recruitment.
• Responsible for observance of defined process.
• Coordinate trainings implementation (both internal and/or external).
• Lead and/or participate in status and planning meetings with the team, company, and clients.
• Perform other functions related to the position.

This position is not compatible with WFH (review internal policy).

Qualifications :

• Associates Degree in Business or related field
• BA or BS in Business or related field
• 2 - 4 years of Team Lead Experience in Call Centers
• Previous experience in the area (BMW Connected Drive program, BMW Roadside assistance program or AMC - Automotive Multi Client (eCall)
• Experience managing Call Center Metrics and achieving service level goals
• English level C1
• Brazilian Portuguese level C1

Additional Information