Product Team Lead - Call Center
- Fort Lauderdale, FL
- Permanent
- Full-time
- 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
- Operational contact for customer (external customer communication regarding service aspects)
- Analyze and derive actions from quality checks
- Supports coordination and processing trainings (knowledge transfer to agents)
- Initiate intraday actions to improve quality 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.
- 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 Admin Team Leader as well as Trainer.
- Perform other functions related to the position.
- 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 Continuous improvement centered.
- Proactiveness à likes to take measures and ensures continuous follow-up
- 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