Job Description
Are you a seasoned BPO professional looking to take the next step in your career with a world-renowned global leader? Bosch is currently seeking a highly motivated Team Leader to oversee our BPO operations in the heart of Bonifacio Global City. At Bosch, our promise to our associates is rock-solid: we grow together, we enjoy our work, and we inspire each other. As a Team Leader, you will play a pivotal role in driving excellence, fostering a high-performance culture, and ensuring our clients receive top-tier service delivery.
In this role, you will lead a dynamic team of customer service professionals, guiding them through complex operational challenges while maintaining the high standards associated with the Bosch brand. If you are passionate about people development, operational efficiency, and innovation, we want to hear from you. Join our team and feel the difference of working in an environment that values curiosity, diversity, and professional growth.
Responsibilities
- Manage, coach, and mentor a team of customer service associates to meet and exceed KPIs.
- Oversee daily operational workflows to ensure high-quality service delivery and client satisfaction.
- Analyze performance metrics and implement action plans to address operational gaps.
- Conduct regular team meetings and individual 1-on-1 performance reviews to facilitate professional growth.
- Collaborate with cross-functional departments to streamline BPO processes and improve operational efficiency.
- Ensure compliance with company policies, local labor regulations, and industry-standard security protocols.
- Handle escalated customer concerns and provide resolution strategies in a timely, professional manner.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum of 3 years of experience as a Team Leader in a BPO or shared services environment.
- Strong background in performance management, workflow optimization, and team development.
- Exceptional leadership skills with the ability to motivate and manage diverse, high-performing teams.
- Proficiency in CRM tools and reporting software (e.g., Salesforce, Zendesk, or similar).
- Excellent communication skills in English, both verbal and written.
- Data-driven mindset with the ability to interpret operational reports and translate insights into action.
- Adaptable to shifting business needs and ability to work in a fast-paced, high-pressure environment.