**Company Description****Job Description** Position Summary**The Customer Service Team Lead will act as a contact point for all aspects of operations within their responsibilities. Supervise team to complete daily tasks. The person has to be reliable and confident.**General Job Responsibilities**- The Team Lead will be responsible for achieving internal and external service level metrics and will be the point of contact for all Specialists on duty during their shift.- The Team Lead will be the point of escalation for any situation on the production floor.- The Team Lead owns service level achievement and quality improvements for the team and shift schedules. Performance follow-up and compliance with operational procedures, thus ensuring operational excellence, and continuous improvement is driven from the Team Lead level.- Keep the team abreast of customer needs, specifications, targets, development process, design standards, techniques, and tools to support task performance.- Maintain data quality in service data management tools- Communicate effectively between other groups within the company- Supervise team, conduct one on ones, evaluate the team, the associate's performance and administrative tasks (Telephony system, payroll, etc).- Review the team´s results with the Business Partner and implement improvements in the process.- Develop and manage staffing for all service delivery areas- Monitor, track and improve productivity- Monitor, track and improve key performance indicators (KPIs).- Manage and respond to escalated issues within the process and from Bosch customers from the Global and Regional Accounting organizations and Business Units- Participate in scheduled or unscheduled audit activities when appropriate, including mobilizing resources to work with the audit team and to provide the required documents to support the audit process- Responsible for disciplinary measures and appraisal interview (GPD)- Ensure all processes adhere to Bosch standard policies and regulatory requirements.- Generate and communicate process improvement ideas.- Generate work-plans to meet targets and manage workload balances.- Work in a team environment, which involves collaboration, active participation in team meetings and tasks, and use of team-based methods and tools.- Design and coordinate complex processes aligned with target requirements.- Mentor for team members.- 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.**Qualifications**- Advanced Business or related field, bachelor's degree is a plus.- 4 - 5 years of Call Center Experience as Team Lead or Supervisor- Proficiency in Microsft Office- English level C1- Results and customer service oriented.- Teamwork- Able to work in a fast-paced environment.- Assertive communication- Leadership- Work as a role model**Additional Information**(4) Bosch Service Solutions Costa Rica: Overview | LinkedIn
