**Company Description**:- Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors as well as information and communication technology._- 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.**Qualifications**- 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
