Deskripsi Pekerjaan
Join Bosch, a global leader in technology and innovation, as a Team Leader (BPO set-up) in our vibrant Bonifacio Global City location. We foster a collaborative environment where professionals grow together, enjoy meaningful work, and inspire one another to excellence. In this pivotal role, you'll lead the establishment and optimization of our BPO operations, driving process efficiency and team performance. At Bosch, we believe in nurturing talent and creating opportunities for career advancement while delivering cutting-edge solutions to our global clients. Experience the Bosch difference – where your leadership directly impacts operational success and team development.
Tanggung Jawab
- Lead and manage BPO team members during setup phase, ensuring alignment with operational standards
- Develop and implement standardized processes for customer service and workflow optimization
- Train and onboard new team members on BPO systems, tools, and performance metrics
- Monitor team performance metrics (SLA, AHT, FCR) and implement corrective actions
- Coordinate with cross-functional teams to resolve operational challenges and improve service quality
- Conduct regular team meetings and performance reviews to foster continuous improvement
- Ensure compliance with company policies and industry regulations
Kualifikasi
- Bachelor's degree in Business Administration, Management, or related field
- Minimum 3 years BPO/customer service experience with 1+ years in leadership role
- Proven experience in BPO process setup and implementation
- Strong knowledge of KPIs and performance metrics in BPO environments
- Excellent communication, coaching, and conflict resolution skills
- Proficiency in BPO software (CRM, call center platforms) and MS Office Suite
- Ability to work in fast-paced environment with minimal supervision