Team Lead - Contact Center

About the role

Bosch Service Solutions, a business process outsourcing provider covering Customer Experience, Mobility, Monitoring and Shared Services, is hiring a Team Lead for its Customer Service Team in the automotive sector. The role combines two mandatory basic functions: Performance Manager and People Manager. It oversees and guides a team of service experts who handle customer assistance and emergency support by phone.

Key responsibilities

• Analyze daily operational performance and initiate intraday actions to improve KPIs, while monitoring and improving productivity
• Handle operational customer contact, queue management and resource management, and review workload and prioritization
• Register complaints according to internal process and implement and monitor quality assurance processes
• Coach team members, use data analytics to spot trends, and lead the continuous improvement process
• Perform administrative tasks such as scheduling and payroll, and handle disciplinary measures and appraisal interviews
• Ensure adherence to Bosch standard processes and technology, and take part in team meetings, status and planning meetings with the team, company and clients
• Support and act as proxy for the Product Team Leader and Trainer, and help with personnel recruitment

Required profile

• University degree in Business Administration, Industrial Engineering or a related field preferred
• 4 years of experience as a Team Lead in a Shared Service Center
• English level B2+/C1
• Strong leadership skills and a focus on performance

Required skills

• Proficiency in MS Office (Excel, Word, PowerPoint, Outlook)
• Strong computer skills