TEAM LEADER VIDEO

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

Remote Work :

No

Employment Type :

Full-time