TEAM LEADER VIDEO

Team Leader Video

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.

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 :