Admin Team Lead - Call Center

Robert Bosch • Fort Lauderdale, FL

247d

About The Position

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.

Requirements

• University degree in Business Administration, Industrial Engineering, or a related field
• Strong computer skills including MS Office
• 4 years of experience as a Team Lead in Shared Service Center
• Leadership
• Accountability
• Ownership and follow through
• Proactiveness - likes to take measures and ensures continuous follow-up
• Continuous improvement centered
• Analytical- and problem solving skills
• Sense of urgency
• Prioritizing skills
• Assertive communication
• Customer service driven
• Time management
• Forward thinking and anticipation
• Ability to work in a fast-paced environment
• English level B2+/C1

Responsibilities

• 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

Benefits

• Health and Wellness: Medical, Dental, Vision, Health Savings Account, Flexible Spending Accounts, Telemedicine
• Time off: PTO, PAA (sick), paid company holidays
• Retirement: 401k and Roth IRA with company match
• Company paid benefits: Short-term disability, Long-term disability, Life insurance, and AD&D Coverage
• Additional Benefits: Tuition reimbursement, Employee Assistance Program (EAP), Monthly Incentive Bonuses, Training Completion Bonuses, Shared Accounts Bonuses
• Salary commensurate with market rates, Shift Differential Payment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Machinery Manufacturing
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees