Grade 1 Group Leader - 3rd Shift

Bosch Group•Park City, KS

9d•Onsite

About The Position

We are seeking a dynamic and motivated Grade 1 Group Leader Direct to join our team in Wichita, United States. In this pivotal role, you will lead and inspire a group of customer service professionals, ensuring exceptional service delivery and team performance. Manage and motivate a team of customer service representatives to achieve individual and group targets. Oversee daily operations, including scheduling, workflow management, and resource allocation. Provide coaching, mentoring, and performance feedback to team members. Analyze team performance metrics and implement strategies for continuous improvement. Handle escalated customer issues and complaints with professionalism and efficiency. Collaborate with other departments to enhance customer experience and streamline processes. Ensure compliance with company policies, procedures, and industry regulations. Identify and implement training initiatives to enhance team skills and knowledge. Participate in hiring, onboarding, and ongoing development of team members.

Requirements

Proven experience in a leadership role, preferably in a customer service or direct service environment
Strong leadership skills with the ability to motivate and inspire team members
Excellent customer service skills and a deep understanding of customer service best practices
Outstanding communication and interpersonal skills
Demonstrated problem-solving abilities and decisive decision-making capabilities
Strong organizational and time management skills
Proficiency in performance management and team development
Experience with customer service software and tool

Nice To Haves

Leadership or customer service management certifications

Responsibilities

Manage and motivate a team of customer service representatives to achieve individual and group targets
Oversee daily operations, including scheduling, workflow management, and resource allocation
Provide coaching, mentoring, and performance feedback to team members
Analyze team performance metrics and implement strategies for continuous improvement
Handle escalated customer issues and complaints with professionalism and efficiency
Collaborate with other departments to enhance customer experience and streamline processes
Ensure compliance with company policies, procedures, and industry regulations
Identify and implement training initiatives to enhance team skills and knowledge
Participate in hiring, onboarding, and ongoing development of team members