Team Leader (Automotive Aftermarket)
Team Leader (Automotive Aftermarket)
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Salary Not Disclosed
1 Vacancy
Job Description
- Performance coaching and associate development.
- Initiates and follow up action related to Performance dialogue and coaching of the associates.
- Improve productivity by highlighting deficiencies and recommending change in tools training processes reporting and employee engagement.
- Report operational achievements and progress to the operations manager on a regular basis including statistical analysis and improvement of action plans.
- Work with operations manager to ensure operational consistency.
- Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied.
- Maintain a mindset of continuous improvement in terms of efficiency of support processes customer satisfaction and the application of tools for monitoring management and optimization.
- Develop a strong relationship with the clients and customers to increase customer satisfaction.
- Foster leadership by example and upholds Bosch values.
- Supports in conflict and change management.
- Resolves employee issues and act as the employee advocate when dealing with Support functions (e.g. HR WFM etc.) or departmental processes.
- Performs required administrative tasks related to team leader responsibilities not limited to time keeping check.
Qualifications :
- At least 2-3 years proven experience as a Team Leader in a BPO or shared services in a customer service environment preferably within automotive industry.
- Bachelors degree in business administration or a related field.
- Strong understanding of customer service principles.
- Excellent communication and conflict resolution abilities.
- Strong analytical skills with the ability to interpret data and identify trends for process improvement.
- Proficiency in Microsoft Office CRM and report visualization and other relevant software for performance and data analysis.
- Call Center management certification is an advantage.
- Knowledge or experience with automation/AI is a plus.
- Strong communication and interpersonal skills to effectively conduct performance management coaching and training to customer service representatives.
- Ability to work collaboratively in a fast-paced organization.
- Proactive and adaptable with the ability to identify opportunities for improvement and implement effective strategies.
- Team player with the ability to collaborate with management trainers and customer service representatives to drive quality and efficiency initiatives.
- Passion for continuous learning and staying updated on industry best practices and trends in customer service.
Additional Information :
Kindly attach your resume in your application. Only shortlisted candidates will be contacted via email.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
