Team Leader

Bosch Service Solutions, Inc.
Santa Ana, Manila City, Metro Manila
Supervisors/Team Leaders (Call Centre & Customer Service)
Full time
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Posted 3d ago

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

Information & Communication Technology101-1,000 employees

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

Perks and benefits
Insurance
Allowance
HMO
Performance Bonus
Leave
Medical Reimbursement
Referral Bonus

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