**Company Description**
**Job Description** 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.
**Qualifications**
- 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
**Additional Information**
(4) Bosch Service Solutions Costa Rica: Overview | LinkedIn
