Trabajos

    team leader technical support - San Francisco District, Costa Rica - Bosch

    Bosch
    Bosch San Francisco District, Costa Rica

    hace 1 día

    Bosch background
    De jornada completa
    Descripción

    Job Description

  • 100% on site job at our office
  • Support during service and/or tool implementation.
  • Operational contact for customer (external customer communication regarding technical service aspects)
  • Analyze and derive actions from quality checks.
  • Supports coordination and processing technical trainings (knowledge transfer to agents)
  • Initiate intraday actions to improve KPIs of daily operations.
  • Monitor, track and improve productivity
  • Register complaints according to the internal process.
  • Queue management.
  • Resource management.
  • Review workload and support prioritization.
  • Review open/pending tickets.
  • Implement and monitor quality assurance processes to ensure consistency and high standards in customer interactions.
  • Provide coaching to identify areas of improvement and implement strategies to enhance performance.
  • Utilize data analytics to identify trends, patterns, and areas of improvement.
  • Responsible of the Continuous Improvement Process.
  • Generate and communicate process improvement ideas.
  • Perform administrative tasks (Scheduling, payroll, etc).
  • Disciplinary measures and appraisal interview.
  • Ensure adherence to the Bosch standard processes and technology.
  • Work in a team environment, which involves collaboration, active participation in team meetings and tasks, and use of team-based methods and tools.
  • 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.

    • Qualifications

  • Bachelors in Business Administration, Industrial Engineering, or a related field.
  • Strong computer skills including MS Office.
  • 4 years of experience as a Team Lead in Shared Service Center.
  • Leadership.
  • Continuous improvement centered.
  • Problem solving skills.
  • Sense of urgency.
  • Prioritizing skills.
  • Assertive communication.
  • Customer service driven.
  • Time management.
  • Ownership and follow through.
  • Accountability.
  • Proactiveness.
  • Forward thinking and anticipation.
  • Ability to work in a fast-paced environment.
  • English level B2+/C1
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