Technical Support Team Manager

hace 3 semanas


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

Overview

Bosch Service Solutions, a leading global supplier of Business Process Outsourcing, is seeking a Technical Support Team Manager to join its team. This role involves supporting customers with technical issues and implementing service solutions.

Key Responsibilities

  • Support customers with technical issues and resolve them in a timely manner.
  • Implement service solutions to improve customer satisfaction.
  • Analyze quality checks and derive actions to improve performance.
  • Coordinate and process technical trainings for agents.
  • Monitor and improve productivity.
  • Register complaints according to internal processes.
  • Manage queues and resources effectively.
  • Review workload and prioritize tasks.
  • Implement and monitor quality assurance processes.
  • Coach agents to improve performance.
  • Utilize data analytics to identify trends and areas for improvement.

Requirements

  • Bachelor's degree in Business Administration or Industrial Engineering.
  • Strong computer skills, including MS Office.
  • 4 years of experience as a Team Lead in a Shared Service Center.
  • Leadership skills.
  • Continuous improvement mindset.
  • Problem-solving skills.
  • Sense of urgency.
  • Prioritizing skills.
  • Assertive communication.
  • Customer service orientation.
  • Time management.
  • Ownership and follow-through.
  • Accountability.
  • Proactiveness.
  • Forward thinking and anticipation.

Estimate Salary Range: $80,000 - $110,000 per year



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