• Admin Team Lead - Call Center

    Bosch (Fort Lauderdale, FL)


    Company Description

    Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. More information is available at www.boschservicesolutions.com. BMW Connected Drive: https://www.bmwusa.com/explore/connecteddrive.html

    Company benefit are eligible from Day 1 of employment, includes but not limited to the following:

    + Health and Wellness: Medical, Dental, Vision, Health Savings Account, Flexible Spending Accounts, Telemedicine

    + Time off: PTO, PAA (sick), paid company holidays

    + Retirement: 401k and Roth IRA with company match

    + Company paid benefits: Short-term disability, Long-term disability, Life insurance, and AD&D Coverage

    + Additional Benefits: Tuition reimbursement, Employee Assistance Program (EAP), Monthly Incentive Bonuses, Training Completion Bonuses, Shared Accounts Bonuses

    + Salary commensurate with market rates, Shift Differential Payment

    Job Description

    The Admin Team Leader of the Customer Service Team in the automotive sector is responsible for overseeing and guiding a team of service experts who provide customer assistance and emergency support via phone. This role requires strong leadership skills, strong focus on performance, and a commitment to delivering exceptional customer service.

    General Job Responsibilities

    + Operational contact for customer (external customer communication regarding service aspects)

    + Analyze and derive actions from daily operational performance

    + 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.

    + 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.

    + Support and being proxy of Product Team Leader as well as Trainer

    + Perform other functions related to the position.

    Qualifications

    + University degree 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.

    + Accountability.

    + Ownership and follow through.

    + Proactiveness à likes to take measures and ensures continuous follow-up

    + Continuous improvement centered.

    + Analytical- and problem solving skills.

    + Sense of urgency.

    + Prioritizing skills.

    + Assertive communication.

    + Customer service driven.

    + Time management.

    + Forward thinking and anticipation.

    + Ability to work in a fast-paced environment.

    + English level B2+/C1

    Additional Information

    Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors. More information is available at www.boschservicesolutions.com.

     

    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)

     

    Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization is not available.