Team Lead - Contact Center

Skills this role screens for

About the role

The position of the TL consists of two mandatory basic roles: Performance- and People Manager. 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. • 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. • University degree in Business Administration, Industrial Engineering, or a related field preferred • Strong computer skills • Proficient in MS Office (Excel, Word, PowerPoint, Outlook). • 4 years of experience as a Team Lead in Shared Service Center. • English level B2+/C1 By choice, we are committed to a diverse workforce - EOE/Protected Veteran/Disabled.