Best Practices, Business Process Outsourcing, Business Processes, Business Services, Calendar Management, Call Center Operations, Call Centers, Change Management, Change Requests/Orders, Coaching, Continuous Improvement, Contract Management, Contract Negotiation, Customer Escalations, Customer Experience, Customer Relations, Customer Satisfaction, Emerging Technology, Forecasting, Information Technology & Information Systems, International Business, International Operations, Internet of Things, Leadership, Microsoft Excel, Microsoft Word, Negotiation Skills, Operations Management, People Management, Performance Metrics, Profit & Loss, Project Development, Project Planning, Sales, Service Delivery, Service Level Agreement (SLA), Staff Development, Team Lead/Manager, Time Management, User Documentation
We Are Bosch.
At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people's lives. Our areas of activity are every bit as diverse as our outstanding Bosch teams around the world. Their creativity is the key to innovation through connected living, mobility, or industry.
Let's grow together, enjoy more, and inspire each other. Work #LikeABosch
- Reinvent yourself: At Bosch, you will evolve.
- Discover new directions: At Bosch, you will find your place.
- Balance your life: At Bosch, your job matches your lifestyle.
- Celebrate success: At Bosch, we celebrate you.
- Be yourself: At Bosch, we value values.
- Shape tomorrow: At Bosch, you change lives.
Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 8,000 associates at 27 locations support national and international customers in more than thirty-five languages, primarily from the automotive, travel and transportation, and organization sectors as well as information and communication technology. More information at www.boschservicesolutions.com.
The Global Operations Manager steers global service contracts of clients based in the US with service delivery across various national and international Bosch delivery sites. Will plan and organize their service areas to achieve maximization of resources. Ensures customer satisfaction, operational quality and productivity targets, service level achievements, and established business objectives and profitability. This position operates in a fast-paced contact center environment, supporting high-volume customer interactions.
Essential Functions
- Single point of contact to the customer and Bosch delivery locations
- Contract negotiation and maintenance (Including change proposals)
- Define reporting''s and KPIs (and steer), best practice share and standardization
- Forecasting and Reporting
- Innovate in the service delivery and project development
- Organize and plan resources of assigned project(s) or account(s) to achieve business objectives or internal targets (service level agreements) through planning, scheduling, and productivity
- Act as escalation level for customer communications with respect to incidents, changes, requests, requirements, etc.
- Lead, motivate, and guide professional development of team members
- Manage implementation of changes, projects, and go-lives
- Actively participate in continuous improvement processes and provision of solutions to optimize existing procedures and resources
Requirements
- Demonstrated experience managing operations within a contact center environment is required
- Master's degree in operations management, Business Management, or equivalent experience in Service Center area
- 5+ years in previous operations management experience, including forecasting, scheduling, and real-time operations management, including coaching, supervising, and developing staff
- Strong leadership and management skills combined with intercultural competencies managing teams of different cultural backgrounds
- Future and result oriented, comfortable with common sales activities, strong presentations and negotiation skills
- Skilled with common IT applications, MS Excel, Word, and communication center tools
- Excellent time management skills in planning and organization
Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization unavailable.
Equal Opportunity Employer, including disability / veterans.
Please note that employment is contingent upon the successful completion of a drug screen and background check. Candidates who have been offered the position must pass both screenings before their start date.
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Robert Bosch GmbH
The Bosch Group is a leading global supplier of technology and services. It employs roughly 375,000 associates worldwide (as of December 31, 2015). The company generated sales of 70.6 billion euros in 2015. Its operations are divided into four business sectors: Mobility Solutions, Industrial Technology, Consumer Goods, and Energy and Building Technology. The Bosch Group comprises Robert Bosch GmbH and its roughly 440 subsidiaries and regional companies in some 60 countries. Including sales and service partners, Bosch’s global manufacturing and sales network covers some 150 countries. The basis for the company’s future growth is its innovative strength. Bosch employs 55,800 associates in research and development at roughly 118 locations across the globe. The Bosch Group’s strategic objective is to deliver innovations for a connected life. Bosch improves quality of life worldwide with products and services that are innovative and spark enthusiasm. In short, Bosch creates technology that is “Invented for life.”