Team Leader

Job Description

Company Description

At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people's lives. Our promise to our associates is rock-solid; we grow together, we enjoy our work, and we inspire each other. Join and feel the difference.

Established in 1985 as a monitoring center and provider of communication services, Bosch Communication Center has evolved over the past few decades into a successful international provider of Business Process Outsourcing services

By steadily expanding our areas of expertise, we have transformed ourselves into a leading solution provider across a wide range of different industries. That’s why we decided to change our name to Bosch Service Solutions as of September 1, 2014.

We also see this change in name as expressing a promise to our customers that we will constantly strive to exceed their expectations with our innovative, comprehensive service solutions.

Job Description

• Motivates team of Customer Service / Technical Support Associates through performance coaching, career planning and setting educational objectives
• Participates in quality calibration and validation sessions
• Resolves employee issues and act as the employee advocate when dealing with HR or departmental processes
• Improves productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting, and employee engagement
• Reports operational achievements and progress to the operations manager on a regular basis including statistical analysis and improvement of action plans
• Works with operations manager to ensure operational consistency
• Maintains a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization
• Builds relationships with the operational and technical department management of our key customers
• Develops a strong relationship with the sales teams to increase support services agreements sales. This includes negotiating and closing services contracts
• Delivers and exceeds on all Team performance targets

Qualifications

• Bachelors degree in any related courses
• Must have a good understanding of a "services business" in a customer service, Order Management with SAP experience is an advantage and Technical Background
• Line of Business: CI Helpdesk / Logistics Management
• Minimum 3 years’ experience in a related function is required
• Demonstrated Leadership abilities
• Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problems
• Strong verbal and written communication skills are mandatory
• Must be customer service oriented and believe in teamwork, collaboration, adaptability and Initiative
• Experience in coaching and staff development is mandatory
• Flexibility (including working early/late shifts)

Additional Information

Kindly attach your resume in your application. Only shortlisted candidates will be contacted.