Team Leader Backoffice - German Market

Company Description

At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people's lives. Our promise to our associates is rock-solid: we grow together, we enjoy our work, and we inspire each other. Join in and feel the difference.

With over 300 specialized associates and around 15 nationalities, Bosch activities in Lisbon are focusing on sales, marketing, communication, training, nearshoring services and shared support for human resources services to Europe. The diversity, commitment and know-how of the team are the key success factors of this organization.

Bosch Service Solutions develops and delivers Customer Experience, Mobility and Monitoring solutions for companies and their customers.

Our teams find fast and efficient solutions for thousands of people on a daily basis - from claim management to life-saving emergency calls, among other services. Define the standards and become a pioneer together with around 9000 associates worldwide.

Job Description

Job purpose and objective.

• Team supervision and coordinate operations as specified in the service agreements and within KPI standards.

Duties and responsibilities.

• Motivation, leadership, and personal development of Service Experts
• Sets team targets in alignment with department and division strategy/ targets, manages resource allocation, recruitments for the team, escalations, and quality topics.
• Initiates and follow up actions related to the "Performance Dialogue & Coaching" meetings with each Service Expert
• Supports in conflict and change management (if necessary)
• Has basic expertise of respective agreed customer service (according to contract)
• Support during service and/or tool implementation
• Operational contact for stakeholders/customers
• The position is that of managing expectations of the different services and stakeholders while ensuring business continuity
• Proactively drives continuous process improvements, operational efficiencies, implements corrective measures after aligning with impacted stakeholders
• Analyze and derive actions from quality assurance
• Coordination and/or processing technical initial trainings (knowledge transfer to SEs)
• Initiate intraday actions to improve KPIs of daily operations
• Is part of the department leadership for location/ department related common issues and for defining strategic way forward
• Identifies and drives measures to obtain cost efficiencies within respective scope of control

Qualifications

What distinguishes you:

Education and Language

• Education completed successfully (or any other comparable qualification)
• English: C1 (Mandated irrespective of team)
• German: C1 (is a plus)

Work Experience:

• 3 years of Team leading and/or 3 to 5 years in relevant operations expertise

Soft-Skills:

• Problem solver and ability to firefight in stressful environment
• Prioritize and delegate
• Ability to communicate (assertively if required), motivate the team and influence the team and stakeholder
• Ability to proactively resolve problems
• Ability to comprehend and think from a department perspective and not only from a team perspective

To consider:

• Personality: Motivate and organize himself/herself and others, open-minded, sensitive, but also assertive
• Problem solving: Complexity of the problems encountered, and its extension; and quality and autonomy of rational required by the function to identify, define, and find solutions that are presented to it
• Working method: Work responsibly, pro-active, well-structured and manage tasks prioritization

Additional Information

What we offer you:

Challenges in an international environment / career opportunities in one of the best companies in the world / flexible hours / medical services / discounts for employees / sports and health related activities / canteen / good access to public transports / space for creativity.

Success stories don't just happen. They are made...

Make it happen! We are looking forward to your application!

Videos To Watch
https://youtu.be/BHEIfKN0-5s
https://youtu.be/10-K3EfUlmU
https://www.youtube.com/watch?v=v2kV6pgJxuo&feature=youtu.be
https://www.youtube.com/watch?v=yiUYIkPzaQs&t=51s