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Team Leader for Technical Support Department
hace 4 semanas
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 position of the TL consists of two mandatory basic roles: Product Owner and People Manager.
**General Job Responsibilities**
**Tasks of the role Product Owner**:
- Expert of respective agreed customer service (according to contract)
- Support during service and/or tool implementation (optional: SV)
- Operational contact for customer (external customer communication regarding technical service aspects)
- Responsible for continuous process improvements
- Analyze and derive actions from quality checks
- Coordination and processing technical initial trainings (knowledge transfer to agents)
- Initiate intraday actions to improve KPIs of daily operations.
- Monitor, track and improve productivity
- Register complaints (according to CDQ0907 “Complaint Process” / CDQ0904 “Serious complaints” and positive feedback in the Feedback Handling Tool (FHT) (optional: SV, OPMx or OPM)
**Tasks of the role People Manager**:
- Motivation, leadership (on a “low level”) and development of agents
- Does regular “Development & Feedback Sessions” with each agent in form of a dialogue, which includes, also called Coaching:
- "Feedback about current personal operational performance (KPI based if possible):
- Concrete tips and advice how to improve personal performance (e.g. how to reduce personal average AHT)
- Agreement on future oriented performance targets and technical trainings (if necessary)
- Development of personal capabilities (e.g. soft skill trainings, career support)"
- Analyze and derive actions from quality checks
- Supports in conflict and change management (if necessary)
- Supervise team, conduct one on ones, evaluate the team, the associate’s performance and administrative tasks (ICC, payroll).
- Disciplinary measures and appraisal interview (GPD)
- Ensure that all processes adhere to the standard Bosch process and technology accept where applicable
- 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.
- Mentor for new placements, participation in personnel recruitment
- Lead and/or participate in status and planning meetings with the team, company, and clients.
- Lead and contribute on trainings (both internal and/or external).
- Perform other functions related to the position.
**Qualifications**:
- Strong computer skills including MS Office (Excel).
- 2-3 years' experience in a business service center
- English level B2+/C1
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