Customer Service Team Lead

hace 1 semana


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

**Job Summary**

The Customer Service Team Lead will serve as a key contact point for all aspects of operations within their responsibilities. This role involves supervising a team to complete daily tasks, ensuring reliability and confidence in their work.

**Key Responsibilities**

  • Act as a point of contact for all aspects of operations within their responsibilities.
  • Supervise a team to complete daily tasks, ensuring reliability and confidence in their work.
  • Be responsible for achieving internal and external service level metrics.
  • Be the point of escalation for any situation on the production floor.
  • Own service level achievement and quality improvements for the team and shift schedules.
  • Perform performance follow-up and compliance with operational procedures.
  • Communicate effectively between other groups within the company.
  • Supervise team, conduct one on ones, evaluate the team, the associate's performance, and administrative tasks.
  • Review the team's results with the Business Partner and implement improvements in the process.
  • Develop and manage staffing for all service delivery areas.
  • Monitor, track, and improve productivity.
  • Monitor, track, and improve key performance indicators (KPIs).
  • Manage and respond to escalated issues within the process and from Bosch customers.
  • Participate in scheduled or unscheduled audit activities when appropriate.
  • Be responsible for disciplinary measures and appraisal interview.
  • Ensure all processes adhere to Bosch standard policies and regulatory requirements.
  • 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.
  • Design and coordinate complex processes aligned with target requirements.
  • Mentor for team members.
  • Participation in personnel recruitment.
  • Lead and/or participate in status and planning meetings with the team, company, and clients.

**Requirements**

  • Advanced Business or related field, bachelor's degree is a plus.
  • 4 - 5 years of Call Center Experience as Team Lead or Supervisor.
  • Proficiency in Microsoft Office.
  • English level C1.
  • Results and customer service oriented.
  • Teamwork.
  • Able to work in a fast-paced environment.
  • Assertive communication.
  • Leadership.
  • Work as a role model.


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