Trilingual Customer Service Team Lead

hace 7 días

San Francisco, Costa Rica Bosch Group A tiempo completo

Company Description
- _ Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors as well as information and communication technology. _

**Job Description**:
**Position Summary**

The Customer Service Team Lead will act as a contact point for all aspects of operations within their responsibilities. Supervise team to complete daily tasks. The person must be reliable and confident.

**General Job Responsibilities**
- Each Team Lead will be responsible for meeting internal and external service level metrics and will be the point of contact for all Specialists on duty during their shift. The Team Lead will be the point of escalation for any situation on the production floor.
- The Team Lead owns service level achievement and quality improvements for the team and shift schedules. Performance follow-up and compliance with operational procedures, thus ensuring operational excellence, and continuous improvement is driven from the Team Lead level.
- Keep the team abreast of customer needs, specifications, targets, development process, design standards, techniques, and tools to support task performance.
- Maintain data quality in service data management tools
- Communicate effectively between other groups within the company
- Supervise team, conduct one on ones, evaluate the team, the associate’s performance, and administrative tasks (ICBM, payroll, etc.).
- Review the team´s results with the Business Partner and implement improvements in the process.
- Develop and manage staffing for all service delivery areas
- Monitor, track and improve productivity
- Monitor, track and improve key performance indicators
- Manage the integration of work within the process area and outside the process area to other processes
- Manage and respond to escalated issues within the process and from Bosch customers from the Global and Regional Accounting organizations and Business Units
- Participate in scheduled or unscheduled audit activities when appropriate, including mobilizing resources to work with the audit team and to provide the required documents to support the audit process
- Disciplinary measures and appraisal interview (GPD)
- Ensure that all processes adhere to the standard Bosch process and technology accept where applicable
- Ensure all processes adhere to Bosch standard policies and regulatory requirements
- Review the team´s results with the Business Partner and implement improvements in the process
- Generate and communicate process improvement ideas.
- Generate work-plans to meet targets and manage workload balances.
- Work in a team environment, which involves collaboration, active participation in team meetings and tasks, and use of team-based methods and tools.
- Design and coordination of complex processes in line with target requirements within given systems.
- Proposal for take over processes from other entities.
- Validating process manuals.
- Providing support to the head of GSA and to other departments
- Comparison between current and target situation, eventually initiation of measures of correction.
- Disciplinary and target leadership of one team within the GSA (e.g. task coordination, task distribution to team members, quality management).
- Mentor for new placements, participation in personnel recruitment.
- Responsible for observance of defined process.
- Coordinate trainings implementation (both internal and/or external).
- Lead and/or participate in status and planning meetings with the team, company, and clients.
- Perform other functions related to the position.

This position is not compatible with WFH (review internal policy).

**Qualifications**:

- Associates Degree in Business or related field
- BA or BS in Business or related field
- 2 - 4 years of Team Lead Experience in Call Centers
- Previous experience in the area (BMW Connected Drive program, BMW Roadside assistance program or AMC - Automotive Multi Client (eCall)
- Experience managing Call Center Metrics and achieving service level goals
- English level C1
- Brazilian Portuguese level C1

Additional Information

  • Customer Service Trilingual Supervisor

    hace 3 meses

    San Francisco, Heredia, Costa Rica Equifax A tiempo completo

    As a Trilingual Customer Service Trilingual Supervisor at Equifax, you will provide exceptional support to customer calls from the USA. Utilize various methods to validate customer information and resolve complex problems. Lead a Team ranging from 10- 20 agents with the responsibility to deliver business KPIs (e.g. SLA, Customer Experience, Quality,...

  • Trilingual Customer Service

    hace 2 semanas

    San Francisco, Costa Rica Bosch Group A tiempo completo

    Company Description - Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,000...

  • Customer Service Team Lead

    hace 7 meses

    San Francisco, Costa Rica Bosch Group A tiempo completo

    Company Description - _ Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,000...

  • Customer Service Team Lead Specialist

    hace 2 meses

    San Francisco, Heredia, Costa Rica Auxis A tiempo completo

    Auxis seeks a Customer Service Team Lead Specialist to support professional business and customer service operations. The ideal candidate provides high levels of customer satisfaction and productivity, ensuring excellent results in team performance.Job DescriptionThe Customer Service Lead provides professional business and customer service support to...

  • Customer Service Team Lead Specialist

    hace 2 meses

    San Francisco, Heredia, Costa Rica Huntsman A tiempo completo

    Job Description for Customer Service Team Lead SpecialistWe are seeking an experienced and skilled Customer Service Team Lead to join our team at Huntsman. This is a key role that requires strong leadership skills, excellent communication abilities, and a passion for delivering exceptional customer service.Key Responsibilities:Coaching and motivating...

  • Customer Service Team Lead

    hace 2 meses

    San Francisco, Heredia, Costa Rica Auxis A tiempo completo

    Job OverviewAuxis is seeking a highly skilled Business Operations Manager to lead our customer service team. As a key member of our organization, you will be responsible for ensuring the highest levels of customer satisfaction and productivity.About the RoleThe ideal candidate will have a minimum of 3-4 years of experience in a customer service or back...

  • Customer Service Team Lead

    hace 12 horas

    San José, San José, Costa Rica Transperfect A tiempo completo

    Job Description:We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at TransPerfect. As a Customer Service Team Lead, you will be responsible for overseeing the day-to-day activities of your team and ensuring they are performing job tasks in accordance with TransPerfect Connect standards of practice.The ideal candidate...

  • Junior Trilingual

    hace 7 meses

    San Rafael, Costa Rica Swarovski A tiempo completo

    Junior Customer Service Specialist At Swarovski, where innovation meets inspiration, our people desire to explore, experience, and create. Our Global Business Services (GBS) Office based in San Jose, Costa Rica, is an attractive workplace, which delivers high quality multi-functional services, provides functional expertise, and ensures a continuous...

  • Customer Service Lead

    hace 2 días

    San Francisco, Heredia, Costa Rica Auxis A tiempo completo

    Company Overview">Auxis is a leading provider of customer service solutions, dedicated to delivering exceptional experiences for our clients. We are seeking an experienced Customer Service Lead - Team Manager to join our team and lead our local operation in the US.">About the Role">The Customer Service Lead - Team Manager will play a critical role in...

  • Customer Service Team Lead

    hace 3 semanas

    San José, Costa Rica Emerson A tiempo completo

    **Duties and Responsibilities** To Lead and guide the Customer Service CR team to ensure outstanding customer support. Communicates company goals, safety practices, and deadlines to the team. Motivates team members and assesses performance. Provides help to management and keeps management updated on team performance. Communicates concerns and policies among...

  • Operational Team Lead

    hace 1 día

    San Francisco, Heredia, Costa Rica Cognizant A tiempo completo

    About the RoleThis is a leadership position within Cognizant's customer service team. The successful candidate will be responsible for ensuring the effective management of daily operations, processes, and teams to meet quality and efficiency standards.Key Responsibilities:Certify controls laid down by the business to ensure successful audits by clients and...

  • Customer Service Team Lead

    hace 1 semana

    San Francisco, Heredia, Costa Rica Experian A tiempo completo

    About the RoleWe are seeking a highly skilled and experienced Customer Service Team Lead to join our team as a Technical Support Specialist. This role will be responsible for providing exceptional customer service, technical support, and leadership to our team members.

  • Customer Service Team Lead Position in Operations

    hace 3 semanas

    San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    **Job Summary**We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at Bosch Group. This is an exciting opportunity for a results-driven professional to lead our customer service operations and drive excellence in service delivery.**Key Responsibilities:**Act as a contact point for all aspects of operations within your...

  • Customer Service Team Lead

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Kyndryl Costa Rica, Sociedad De Responsabilidad Limitada A tiempo completo

    Job Description:As a Customer Service Team Lead at Kyndryl Costa Rica, Sociedad De Responsabilidad Limitada, you will play a critical role in driving innovation and excellence in customer service. This exciting opportunity is perfect for individuals who are passionate about delivering exceptional customer experiences and leading high-performing teams.

  • Customer Service Representative

    hace 2 semanas

    San Francisco, Costa Rica Citrix A tiempo completo

    Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and...

  • Customer Service Team Lead

    hace 4 semanas

    San José, San José, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completo

    About the RoleAs a Customer Service Team Lead at Amazon Support Services Costa Rica Srl, you will be responsible for leading a team of entry-level associates (Execution Specialists) and helping them execute at the performance bar established by the department.The selected front-line Team Manager will have their team of direct reports as their exclusive focus...

  • Customer Experience Team Lead

    hace 3 semanas

    San Francisco, Heredia, Costa Rica Straumann Group A tiempo completo

    We are a global leader in the development of dental and cranio-maxillofacial solutions.As a Customer Experience Team Lead, you will play a key role in ensuring our customers receive exceptional support.The Straumann Group is a dynamic company that empowers its employees to make an impact and drive change through innovation.We deliver high-quality products...

  • Customer Service Representative

    hace 2 meses

    San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    Job DescriptionBosch Service Solutions is seeking a skilled Customer Service Representative to join our team in Costa Rica. In this role, you will be responsible for providing exceptional customer service to luxury vehicle owners over the phone, responding to emergencies, and collaborating with colleagues to ensure a unified response.Responsibilities-...

  • Customer Service Management Lead

    hace 3 semanas

    San Francisco, Heredia, Costa Rica Straumann Group A tiempo completo

    OverviewThe Straumann Group, a leading player in the dental implant industry, is seeking an experienced Customer Service Management Lead to oversee its local Customer Service Team. Located in Heredia, Costa Rica, this role offers a unique opportunity to drive excellence in customer service and contribute to the company's mission of changing dentistry every...

  • Multilingual Customer Service Expert

    hace 2 meses

    San Francisco, Heredia, Costa Rica Equifax A tiempo completo

    **About the Role**We are seeking a skilled Trilingual Customer Service Representative to join our team at Equifax. The successful candidate will be responsible for providing support and education to our customers regarding credit information, file interpretations, and dispute resolution.**Key Responsibilities**Ensure compliance with company policies and...