Customer Service Team Lead Position for Operations Excellence

hace 4 semanas


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

At the Bosch Group, we are seeking a seasoned Customer Service Team Lead to join our operations team.

This role offers a unique opportunity to leverage your leadership skills and expertise in customer service to drive excellence in our daily operations.

As a key member of our team, you will be responsible for supervising a group of customer service representatives, ensuring they meet or exceed internal and external service level metrics.

You will own the achievement of service level metrics and quality improvements for your team, as well as ensure operational excellence through performance follow-up and compliance with operational procedures.

Your responsibilities will include communicating effectively between other teams within the company, conducting one-on-one meetings with team members, and evaluating their performance. Additionally, you will be responsible for developing and managing staffing for all service delivery areas, monitoring productivity, and managing escalated issues.

As part of our team, you will participate in scheduled or unscheduled audit activities, ensuring all processes adhere to Bosch's standard policies and regulatory requirements.

You will also have the opportunity to generate and communicate process improvement ideas that can help drive business growth and excellence.

We are looking for a results-driven and customer-focused individual who is a natural leader with assertive communication and leadership skills. The ideal candidate will have an advanced business degree, 4-5 years of experience in call center management, proficiency in Microsoft Office, and English language proficiency at a C1 level.

The salary range for this position is approximately $80,000-$110,000 per annum, commensurate with experience.

This role presents a great opportunity to grow your career in a fast-paced environment where you can make a real impact on our customers' satisfaction and loyalty.



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