Deskripsi Pekerjaan
Join Bosch as a Team Leader (BPO Set-Up) and spearhead the launch of innovative customer service operations. This pivotal role combines leadership excellence with BPO infrastructure expertise, enabling you to build high-performing teams from the ground up. You'll drive service quality through performance coaching, career development frameworks, and continuous improvement initiatives. As part of Bosch's global engineering leader, you'll contribute to setting industry standards in customer experience while mentoring associates to exceed targets. The position offers dynamic exposure to BPO lifecycle management – from initial setup to optimization – within a technology-driven environment.
Tanggung Jawab
- Lead and mentor Customer Service Associates through performance coaching, career planning, and skill development programs
- Drive BPO set-up initiatives including process design, training material creation, and team structuring
- Monitor service quality metrics and implement corrective actions to maintain KPI excellence
- Facilitate cross-departmental collaboration for seamless operational integration
- Develop and execute team performance improvement plans
- Conduct regular coaching sessions and performance reviews
- Participate in recruitment, onboarding, and retention strategies for new team members
Kualifikasi
- Bachelor's degree in Business Administration, Psychology, or related field
- Minimum 3 years experience in BPO leadership or team management
- Proven track record in BPO set-up or new team development
- Strong performance coaching and career development skills
- Expertise in customer service metrics and quality assurance
- Excellent communication and conflict resolution abilities
- Proficiency in BPO systems and performance analytics tools
- Experience with ISO or quality certification processes