Customer Service Team Lead
hace 1 semana
**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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