Team Leader
Company Description
At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people’s lives. Our promise to our associates is rock-solid: we grow together, we enjoy our work, and we inspire each other. Join in
and feel the difference.
Established in 1985 as a monitoring center and provider of communication services, Bosch Service Solutions Inc. today ranks among the leading international providers of Business Process Outsourcing services. Employing more than 4,000 associates in Europe, Asia and South America, Bosch Service Solutions Inc. provides and optimizes business processes for our customers.
Job Description
- Motivates team of Customer Service and some Technical Support Associates through performance coaching, career planning and setting educational objectives
- Participates in quality calibration and validation sessions
- Resolves employee issues and act as the employee advocate when dealing with HR or departmental processes
- Improves productivity by highlighting deficiencies and recommending change in tools, training, processes,reporting, and employee engagement
- Reports operational achievements and progress to the operations supervisor/manager on a regular basis including statistical analysis and improvement of action plans
- Works with operations supervisor/manager to ensure operational consistency
- Maintains a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization
- Builds relationships with the operational and technical department management of our key customers
- Delivers and exceeds on all Team performance targets
Qualifications
- Must have a good understanding of a "services business" in a customer service environment
- Order management with SAP experience is an advantage
- Demonstrated Leadership abilities
- Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problems
- Strong verbal and written communication skills are mandatory
- Must be customer service oriented and believe in teamwork, collaboration, adaptability and Initiative
- Experience in coaching and staff development is mandatory
- Flexibility (including working early/late shifts), working onsite
Additional Information
Kindly attach your resume in your application. Only shortlisted candidates will be contacted via email.
Company profile
Bosch
BOSCH SERVICE SOLUTIONS, INC.
Established in 1985 as a monitoring center and provider of communication services, Bosch Communication Center has evolved over the past few decades into a successful international provider of Business Process Outsourcing services.
By steadily expanding our areas of expertise, we have transformed ourselves into a leading solution provider across a wide range of different industries. That’s why we decided to change our name to Bosch Service Solutions as of September 1, 2014.
We also see this change in name as expressing a promise to our customers that we will constantly strive to exceed their expectations with our innovative, comprehensive service solutions.
Our competencies
We are a leading international supplier of Business Process Outsourcing solutions for complex, technology-driven services. In addition, we develop, implement, and operate new and innovative business models in cooperation with our clients.
Our unique competence profile
360° solution know-how
Bosch global network of 40,000 engineers
More than 10,000 IT experts worldwide
60 business consultants (process redesign, user experience management, business modeling)
Powerful implementation
Global network of communication, monitoring, trust, and data centers
Bosch quality standards and quality gates in project management
Highest security and data protection standards
Operational excellence
5,000 highly skilled and committed communication and monitoring agents handling over 90 million transactions per year
Capability management and continuous training
State-of-the-art workforce management