Technical Operations Team Lead for Customer Service

hace 16 horas


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

Company Overview

Bosch Group is a leading global supplier of Business Process Outsourcing solutions, leveraging the latest technology and Internet of Things to deliver innovative services. With over 9,000 associates across 27 locations, we support international customers in more than 35 languages.

Job Description

The Technical Operations Team Lead will serve as the primary point of contact for all aspects of operations within their responsibilities. Key tasks include supervising team members to complete daily tasks, ensuring reliability and confidence. The Team Lead will be responsible for meeting internal and external service level metrics, acting as the point of escalation for any situation on the production floor.

Responsibilities

  • Meet internal and external service level metrics
  • Serve as the point of contact for all Specialists on duty during shifts
  • Own service level achievement and quality improvements for the team
  • Supervise team performance, conduct one-on-ones, and evaluate results
  • Communicate effectively with other groups within the company
  • Develop and manage staffing for service delivery areas
  • Monitor and improve productivity and key performance indicators
  • Manage integration of work within and outside the process area
  • Manage escalated issues from Bosch customers and Global/Regional Accounting organizations

Requirements

To excel in this role, you should have:

  • A minimum of 2-4 years of experience as a Team Lead in a Call Center environment
  • Experience managing Call Center Metrics and achieving service level goals
  • An English language proficiency level of C1
  • A Brazilian Portuguese language proficiency level of C1

Benefits

This position offers opportunities for career growth and development within the Bosch Group. If you are a motivated and experienced professional looking to make a difference, apply today.



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