Customer Service Team Lead Position in Operations

hace 4 días


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 responsibilities, supervising the team to complete daily tasks and ensuring reliable and confident performance.
  • Responsible for achieving internal and external service level metrics, serving as the point of contact for Specialists on duty during their shift.
  • Point of escalation for any situation on the production floor, owning service level achievement and quality improvements for the team and shift schedules.
  • Maintain data quality in service data management tools and communicate effectively between other groups within the company.
  • Supervise team members, conduct one-on-ones, evaluate team performance, and manage administrative tasks, including payroll and telephony systems.

**Requirements:**

  • Advanced Business or related field degree, with a bachelor's degree preferred.
  • 4-5 years of Call Center Experience as Team Lead or Supervisor, with proficiency in Microsoft Office.
  • English language proficiency at C1 level, with results-oriented and customer-service-focused mindset.
  • Strong teamwork, leadership, and assertive communication skills, with ability to work in a fast-paced environment.

**Compensation and Benefits:

Salary: $60,000 - $80,000 per annum (dependent on location and experience), plus comprehensive benefits package, including health insurance, retirement plan, and paid time off.



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