Team Lead Contact Center

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 Process.

• Generate and communicate process improvement ideas.
• Perform administrative tasks (Scheduling payroll etc.)
• Disciplinary measures and appraisal interview.
• Ensure adherence to the Bosch standard processes and technology.
• Work in a team environment which involves collaboration active participation in team meetings and tasks and use of team-based methods and tools.
• Participation in personnel recruitment.
• Lead and/or participate in status and planning meetings with the team company and clients.
• Support and being proxy of Product Team Leader as well as Trainer.
• Perform other functions related to the position.

Qualifications :

• 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

Additional Information :

By choice we are committed to a diverse workforce - EOE/Protected Veteran/Disabled.

Remote Work :

No

Employment Type :

Full-time