Job Description
Company Description
Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 22,700 associates, it's the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.
Job Description
Job Description-
Manage end to end service delivery operations for Mobility ServiceManage various voice-based customer accounts for target customer clusters
Be responsible for managing client relationship on a day-to-day basis through available communication channels
Keep management updated on a daily/weekly basis on the developments and progress of the assigned accounts
Actively participate in Process Engineering and Re-engineering activities
Manage a designated team of associates in Coimbatore & Bangalore locations
Responsible for achievement of productivity targets (Daily /Weekly/ Monthly/ Quarterly/ Yearly) of multiple customer support teams
Responsible for ensuring expected quality standards for ALL deliverables
Facilitate a congenial and cohesive TEAM environment and ensure the team is always motivated
Track individual effort/output and provide feedback wherever necessary to the team towards constant improvement
Develop tools for efficient production
Responsible for Business expansion along with technology upgrade for the Mobility Service
Qualification: 12-15 years of overall experience with minimum of 10 years in shared service/ services BPO industry (preferably with Technical Support or Customer Care processes) in Team manager or Senior Team leadroles
Experience in IT, IT Hardware, Telecom or BFSI domain-based support programs Should have wise knowledge in the telephony platform and TRAI regualtions
Ability to manage operational staff working to tight timelines while maintaining quality
High standard of personal integrity (Dependability to handle extremely confidential information in a professional manner)High level of Customer Focus, Accountability, High degree of ownership
Adaptable and able to handle multiple demands (Ability to multi-task)Strong Knowledge in customer care or Technical Support processes
Strong analytical, logical reasoning skills
Exceptional organizational skills
Excellent Verbal & Written communications skills in English and Hindi
Qualifications
Engineering in Automobile stream / equivalent degree
Additional Information
12-15 years of experience
