TEAM LEADER TECHNICAL SUPPORT (VIDEO)
Bosch
- San Francisco, Heredia
- Permanente
- Tiempo completo
- 100% on site job at our office
- Support during service and/or tool implementation.
- Operational contact for customer (external customer communication regarding technical service aspects)
- Analyze and derive actions from quality checks.
- Supports coordination and processing technical trainings (knowledge transfer to agents)
- 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.
- Review open/pending tickets.
- 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.
- Perform other functions related to the position.
- Bachelors 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.
- Continuous improvement centered.
- Problem solving skills.
- Sense of urgency.
- Prioritizing skills.
- Assertive communication.
- Customer service driven.
- Time management.
- Ownership and follow through.
- Accountability.
- Proactiveness.
- Forward thinking and anticipation.
- Ability to work in a fast-paced environment.
- English level B2+/C1