Product Team Lead, Connected Drive

Product Owner and People Manager. The Product Team Leader of the Customer Service Team in the automotive sector is responsible for overseeing and guiding a team of service experts who provide customer assistance and emergency support via phone. This role requires strong leadership skills, strong focus on quality, and a commitment to delivering exceptional customer service.General Job ResponsibilitiesOperational contact for customer (external customer communication regarding service aspects)Analyze and derive actions from quality checksSupports coordination and processing trainings (knowledge transfer to agents)Initiate intraday actions to improve quality 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.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.Support and being proxy of Admin Team Leader as well as Trainer.Perform other functions related to the position.