Team Lead

Company Description

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 8,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors as well as information and communication technology. More information at www.boschservicesolutions.com.

Job Description

The Team Lead will act as a contact point for all aspects of operations within their responsibility. Each Team Lead will have a team of 10-15 Customer Service Specialists, depending upon the call type they support.

Principal Responsibilities:

• Each Team Lead will be responsible for meeting 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.

Qualifications

• 2 - 5 years of Call Center Experience
• Experience managing Call Center Metrics and achieving service level goals
• History of managing direct reports without direct supervision
• Proficient in Excel, Word, Microsoft Outlook Email
• Excellent written and verbal communication skills
• Demonstrate computer literacy through a series of tests both remote and on-site
• Ability to work a flexible/rotating shift a must-weekends included
• Superior interpersonal, team building, and organizational skills

Languages:

Required:       English-written and verbal

Preferred:       Fluent in French and/or Spanish plus English-written and verbal

Additional Requirements/Skills:

Successful candidates must be willing to sign and agree to:

• Attendance Policy
• Scorecard Metrics
• Call Center Standards
• Methods of Communication might be in any of the following:  Telephone, Email, Chat, Web-Based Video

Education:

Required:       High School Diploma

Preferred:       Associates Degree in Business or related field

Additional Information

All your information will be kept confidential according to EEO guidelines.

BOSCH is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives

· FIRST Robotics (For Inspiration and Recognition of Science and Technology)

· AWIM (A World In Motion)