Team Leader (BPO set-up)

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 in
and feel the difference.

Established in 1985 as a monitoring center and provider of communication services, Bosch Service Solutions Inc. today ranks among the leading international providers of Business Process Outsourcing services. Employing more than 4,000 associates in Europe, Asia and South America, Bosch Service Solutions Inc. provides and optimizes business processes for our customers.

Job Description

• Motivates a team of Customer Service 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.
• Facilitates customer resolution for escalated calls and engage the necessary technical support.
• Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied
• 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.
• Builds relationship 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

• At least 3 years experience as a Team leader in a BPO industry
• Must have a good understanding of a "services business".
• Experience supporting global, high-availability operating environments.
• Demonstrated Leadership abilities and be achievement oriented.
• Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problem.
• Amenable to work on night shift, holidays and working onsite

Additional Information

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

Recruitment Process: Online HR Interview > Face to Face Interview with the Operations with case study presentation