The position of the TL consists of two mandatory basic roles: Performance- and People Manager. 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.
- 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.