Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the possibilities of the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Some 10,000 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. Corporate information: https://bit.ly/2N7Cofu Privacy statement: https://bit.ly/3u2Go1m 

Position Summary

The Customer Service Team Lead will act as a contact point for all aspects of operations within their responsibilities. Supervise team to complete daily tasks. The person has to be reliable and confident.

General Job Responsibilities

• The Team Lead will be responsible for achieving 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.
• Maintain data quality in service data management tools
• Communicate effectively between other groups within the company

• Supervise team, conduct one on ones, evaluate the team, the associate’s performance and administrative tasks (Telephony system, payroll, etc).
• Review the team´s results with the Business Partner and implement improvements in the process.
• Develop and manage staffing for all service delivery areas
• Monitor, track and improve productivity
• Monitor, track and improve key performance indicators (KPIs).
• Manage and respond to escalated issues within the process and from Bosch customers from the Global and Regional Accounting organizations and Business Units
• Participate in scheduled or unscheduled audit activities when appropriate, including mobilizing resources to work with the audit team and to provide the required documents to support the audit process
• Responsible for disciplinary measures and appraisal interview (GPD)
• Ensure all processes adhere to Bosch standard policies and regulatory requirements.
• Generate and communicate process improvement ideas.
• Generate work-plans to meet targets and manage workload balances.
• Work in a team environment, which involves collaboration, active participation in team meetings and tasks, and use of team-based methods and tools.
• Design and coordinate complex processes aligned with target requirements.
• Mentor for team members.
• 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.

• Advanced Business or related field, bachelor’s degree is a plus.
• 4 - 5 years of Call Center Experience as Team Lead or Supervisor
• Proficiency in Microsft Office
• English level C1
• Results and customer service oriented.
• Teamwork
• Able to work in a fast-paced environment.
• Assertive communication
• Leadership
• Work as a role model

4) Bosch Service Solutions Costa Rica: Overview | LinkedIn