Job Description

Company DescriptionBosch 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.Manage end to end service delivery operations for Mobility ServiceManage various voice-based customer accounts for target customer clustersResponsible for managing client relationship on a day-to-day basis Keep management updated on a daily/weekly basis on the developments and progress of the assigned accountsActively participate in Process Re-engineering & Various other improvement initiativesManage a designated team of Associates & LeadersResponsible for achievement of productivity targets (Daily /Weekly/ Monthly/ Quarterly/ Yearly) of multiple customer support teamsResponsible for ensuring expected quality standards for ALL deliverablesFacilitate a congenial and cohesive TEAM environment and ensure the team is always motivatedTrack team performance and provide feedback wherever necessary to the team towards constant improvementResponsible for Business growth along with technology upgrades for the concerned functionQualification: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 leadrolesExperience in IT, IT Hardware, Telecom or BFSI domain-based support programs Should have wise knowledge in the telephony platform and TRAI regulationsAbility to manage operational staff working to tight timelines while maintaining qualityHigh standard of personal integrity (Dependability to handle extremely confidential information in a professional manner)High level of Customer Focus, Accountability, High degree of ownershipAdaptable and able to handle multiple demands (Ability to multi-task)Strong Knowledge in customer care or Technical Support processesStrong analytical, logical reasoning skillsExceptional organizational skillsExcellent Verbal & Written communications skills in EnglishQualificationsAny GraduateAdditional InformationEngineering in Automobile stream / equivalent degree Additional information12-15 years of experience

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