- The Team Lead will be responsible for achieving internal and external service level metrics and will be the point of contact for all Specialists on duty during their shift.
- The Team Lead will be the point of escalation for any situation on the production floor.
- The Team Lead owns service level achievement and quality improvements for the team and shift schedules. Performance follow-up and compliance with operational procedures, thus ensuring operational excellence, and continuous improvement is driven from the Team Lead level.
- Keep the team abreast of customer needs, specifications, targets, development process, design standards, techniques, and tools to support task performance.
- Maintain data quality in service data management tools
- Communicate effectively between other groups within the company
- Supervise team, conduct one on ones, evaluate the team, the associate's performance and administrative tasks (Telephony system, payroll, etc).
- 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 from the Global and Regional Accounting organizations and Business Units
- Participate in scheduled or unscheduled audit activities when appropriate, including mobilizing resources to work with the audit team and to provide the required documents to support the audit process
- Responsible for disciplinary measures and appraisal interview (GPD)
- 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.
- Perform other functions related to the position.
- 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 Microsft 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
-
Bosch San Francisco District, Costa Rica De jornada completaJob Description · Position Summary · The Call Center Specialist position is responsible for answering incoming calls and providing excellent customer service to the client, following program guidelines and call center standards. · General Job Responsibilities · Provide excellen ...
-
developer intern(6 months)
hace 22 horas
Bosch San Francisco District, Costa Rica De jornada completaJob Description · Position Summary · The Developer intern serves as resource for process developing, debugging and/or testing front end/back end applications that support business units with the guidance of a senior developer to present projects to the client. · General Job Resp ...
-
Bosch San Francisco District, Costa Rica De jornada completaJob Description · Job Purpose: · The position is responsible for answering incoming calls and providing excellent customer service to vehicle owners following program guidelines and call center standards such as but not limited to: · Coordinate Emergency Response Support · Roads ...
customer service team lead-multi client program - San Francisco District, Costa Rica - Bosch
Descripción
Job Description
Position Summary
The Customer Service Team Lead will act as a contact point for all aspects of operations within their responsibilities. Supervise team to complete daily tasks. The person has to be reliable and confident.
General Job Responsibilities
Qualifications
Additional Information