Bosch Service Solutions is a leading provider of Business Process Outsourcing optimizing services in the following key areas: Customer Experience Services, Mobility Services, Monitoring Services as well as Business and Shared Services.
About the role
The position of the TL consists of two mandatory basic roles: Performance- and People Manager. 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.
What they're looking for
- University degree in Business Administration, Industrial Engineering, or a related field preferred
- Strong computer skills
- Proficient in MS Office (Excel, Word, PowerPoint, Outlook)
- 4 years of experience as a Team Lead in Shared Service Center
- English level B2+/C1
More about this role
The position of the TL consists of two mandatory basic roles: Performance- and People Manager. 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.
- 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...
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