TEAM LEADER VIDEO at Bosch Group

San Francisco, , Costa Rica -

Full Time

Start Date

Immediate

Expiry Date

23 Jan, 26

Salary

0.0

Posted On

25 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Continuous Improvement, Problem Solving, Customer Service, Time Management, Assertive Communication, Proactiveness, Accountability, Sense Of Urgency, Prioritizing Skills, Ownership And Follow Through, Forward Thinking, Ability To Work In A Fast-Paced Environment

Industry

Software Development

Description

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. More information at www.boschservicesolutions.com Job Description Position Summary The position of the TL consists of two mandatory basic roles: Product Owner and People Manager. The Team Leader of the Technical Support team for Video Surveillance is responsible for overseeing and guiding a team of technical support specialists who provide expert assistance via chat, email, and phone. This role requires strong leadership skills, extensive technical knowledge of security cameras, and a commitment to delivering exceptional customer service. General Job Responsibilities 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 English level C1 Advanced student 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. Additional Information Bosch Service Solutions Costa Rica (@boschcostarica) • Instagram photos and videos

Responsibilities

The Team Leader is responsible for overseeing a team of technical support specialists in Video Surveillance, ensuring exceptional customer service and operational efficiency. This includes managing customer communications, analyzing quality checks, and implementing continuous improvement processes.