Team Lead

Company Description

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. More information is available at www.boschservicesolutions.com.

Company benefits are eligible from Day 1 of employment, includes but not limited to the following:

• Health and Wellness: Medical, Dental, Vision, Health Savings Account, Flexible Spending Accounts, Telemedicine
• Time off: PTO, PAA (sick), paid company holidays
• Retirement: 401k and Roth IRA with company match
• Company paid benefits: Short-term disability, Long-term disability, Life insurance, and AD&D Coverage
• Additional Benefits: Tuition reimbursement, Employee Assistance Program (EAP), Monthly Incentive Bonuses, Training Completion Bonuses, Shared Accounts Bonuses
• Salary commensurate with market rates, Shift Differential Payment

Job Description

The Team Lead will act as a contact point for all aspects of operations within their responsibility. Each Team Lead will have a team of 10-15 Customer Service Specialists, depending upon the call type they support.

Shift:  11am - 7pm

Days off: Monday/Sunday

Required Language(s): French/English

Principal Responsibilities:

• The Team Lead will be supporting both the Roadside Assistance and Connected Drive in Canada.
• Each Team Lead will be responsible for meeting 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.

Qualifications

• Requirment: Must be fluent in French and English 
• 2 - 5 years of Call Center Experience
• Experience managing Call Center Metrics and achieving service level goals
• History of managing direct reports without direct supervision
• Proficient in Excel, Word, Microsoft Outlook Email
• Excellent written and verbal communication skills
• Demonstrate computer literacy through a series of tests both remote and on-site
• Ability to work a flexible/rotating shift a must-weekends included
• Superior interpersonal, team building, and organizational skills

Additional Information

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. 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. More information is available at www.boschservicesolutions.com.

All your information will be kept confidential according to EEO guidelines.

BOSCH is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives

FIRST Robotics (For Inspiration and Recognition of Science and Technology)

AWIM (A World In Motion)

Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization is not available.