Team Leader (BPO) at Bosch Group

Taguig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

12 Feb, 26

Salary

0.0

Posted On

14 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Customer Service, Technical Support, Process Improvement, Conflict Management, Analytical Skills, Communication Skills, Training Coordination, Performance Management, Quality Analysis, Motivation, Feedback Handling, Flexibility, Knowledge Transfer, KPI Improvement, Change Management

Industry

Software Development

Description

Company Description At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people’s lives. Our promise to our associates is rock-solid: we grow together, we enjoy our work, and we inspire each other. Join in and feel the difference. Established in 1985 as a monitoring center and provider of communication services, Bosch Service Solutions Inc. today ranks among the leading international providers of Business Process Outsourcing services. Employing more than 4,000 associates in Europe, Asia and South America, Bosch Service Solutions Inc. provides and optimizes business processes for our customers. Job Description Product Owner: Provides support during service and/or tool implementation, with the option to engage in SV support. Acts as the operational contact for the customer, handling external communication regarding technical service aspects. Take responsibility for continuous process improvements, analysing and deriving actions from quality checks. Coordinates and/or facilitates technical initial trainings for Solution Experts, ensuring knowledge transfer. Initiates intraday actions to improve KPIs of daily operations. Register complaints according to the Complaint Process at SO CD08001 and manage positive feedback in the Feedback Handling Tool (FHT). (Optional: SV, OPMx, OPM, GOM) People Manager: Motivates, leads, and supports the personal development of Associate within the team. Initiates monthly "Performance and Development Dialogue" with each Associate to provide feedback and set development goals. Analyse and derive actions from quality checks to drive team performance improvements. Provides support in conflict and change management, if necessary. Qualifications At least 3 years experience as a Team leader in a BPO industry Proven experience in a leadership role, preferably in a customer service or technical support environment. Strong understanding of customer service processes and tools. Has basic expertise of respective agreed customer service (according to contract) Excellent written, verbal, analytical and communication skills. Ability to build and promote a positive work culture. Flexible with shifting schedules, and/or working with US Account and willing to work extended hours if necessary. Additional Information Kindly attach your resume in your application. Only shortlisted candidates will be contacted via email.

Responsibilities

The Team Leader provides support during service implementation and acts as the operational contact for customers. They are responsible for motivating the team, conducting performance dialogues, and driving continuous process improvements.