Team Leader, Honda

hace 1 semana

Laza, España Bosch Group A tiempo completo

Company Description We are a Bosch company but we do not produce tangible objects such as DIY tools or car parts. Service is our product. We provide services and complex technology driven solutions in the area Business Process Outsourcing, and this makes us unique in the Bosch world. Put simply: We take over some operations from other companies and run these for them, allowing them to focus on their core business.
We do so using future oriented technologies such as RPA, cognitive robotics or artificial intelligence. We work with leading companies from the automotive, travel, tourism, building and telecommunications sectors across the world as well as other Bosch units.

We complement any product with a solid service delivered 24/7 across all channels or design new service models, optimally fitted to the needs of end-customers. We ensure that each interaction with end-users is as smooth and efficient as possible, so that products or brands leave a lasting positive impression.
The list of our services is truly endless. To name just a few: We save lives with our back-to-back management of eCall in cars, monitor international cargo, get people out of broken-down elevators, manage social media interactions, run the IT hotline for Bosch or simply are the voice of customer service or technical support.

As part of the Bosch group, we operate in one of its four main business areas – the Building and Energy Technologies unit. There is a historical reason for it. We used to be part of Bosch Security Systems (producer of security hardware and security solutions). For them we managed for e.g. on-going product maintenance or the emergency and monitoring call center.
We were responsible for contacts with clients and third parties (e.g. technicians). We specialized in the service around the security product, which laid the ground for becoming a Bosch unit in its own right, specializing in service and Customer Experience.
As part of this true Global organization, Bosch Service Solutions in Barcelona is now leading more than 500 solutions experts, speaking more than 24 languages.

Job Description We are currently looking for a passionate and dedicated team leader to join our HONDA Customer Support Line. As a team leader, you will be responsible for leading and motivating a team of talented customer support representatives, ensuring that they provide exceptional service to our HONDA clients. You will also be responsible for monitoring and evaluating team performance, providing coaching and feedback, and implementing strategies to improve overall team productivity and efficiency.
Some of your main functions will be: 
Distribute and assign tasks to a team of International Customer Service RepresentativesContinuous team monitoring through telephone tapping, reports'reviews, statistics.Attend individual and group team meetings and correcting deviations.Prepare reports and necessary documentation for the supervision (checkpoints, monitoring, individual statistics, productivity reports)Team leadership, development coaching and motivation.Develop administrative tasks as a result of your management (staff absenteeism, activities validation, control times)Detecting and evaluating service needs taking also an active part in continuous improvement meetings.Support growth for local team, together with service supervisor. (Management, Technical Implementations, Recruiting, labor discipline, and other topics)Coordinate activities with teams in other SO locations.Be an ambassador of the Bosch culture, promoting our unique history (rooted in 1886), mission, vision, and values, and actively promoting diversity, compliance, impact:experience and other Bosch global initiatives. Qualifications Demonstrates the ability to collaborate with cross-functional teams, Excellent verbal and written communication skills, Must be an assertive team player with high energy to work in a fast-paced environment.Candidates must have at least  six months of Customer Service Experience. Only internal candidates currently employed with Bosch Service Solutions in Spain will be considered this offer is not open for external applications. In-depth expert-level knowledge of our HONDA services in the UK will be a big plus.Working hours per week are 39 hours.Fluency in English (C1 Level or Higher) is required.Candidate must also demonstrate proficiency in diversity management, with the ability to lead and collaborate with associates from diverse backgrounds, generations, sexual orientations, gender identities, national origins, languages, and other aspects. They should be adept at fostering an inclusive and respectful work environment that values and leverages the unique perspectives and contributions of all individuals.Candidate must have a thorough understanding of BOSCH's mission, vision, and values, as well as a deep knowledge of our (rooted in 1886) unique history. They should be able to effectively promote and communicate these aspects among associates, fostering a strong sense of alignment and commitment to the BOSCH core principles.Application deadline: January 8th 2025. Applications must contain a CV in English. Incomplete applications will not be considered. Additional Information At Bosch we believe that diversity is our strength. We look at diversity in gender, generation, nationalities, and culture as our advantage. We believe mixed teams to be more successful because they utilize the potential offered by different perspectives and solution strategies. We therefore promote mixed teams at all levels and draw on the entire talent pool.
Impress us with your competence, personality, and commitment, and you'll be able to set out on a new career path. It is your expertise, commitment, and experience which makes our services "Invented for life" and sparks enthusiasm in our customers.
Discover new directions and apply now

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